Service Excellence (SF - Associate) [Synchronous E-Learning]
About This Course
With more and more customers going online for their purchases, it is important that the customer experience in-store be unforgettable as it is a major touchpoint between your brand and the customer.
Frontline retail staff play a major role in the in-store experience, and Creating an Unforgettable Customer Experience will equip them with the skills to provide a differentiated in-store customer experience. In this module, participants will learn to cultivate greater empathy and acquire the know-how in projecting the organisation’s brand positively during customer interactions, which can lead to more customers purchasing from the brand either online or offline.
This course covers the following content:
- Developing a service mindset
- Understanding customer needs and expectations
- Providing a service experience
- Serving the different customer types
- Developing effective communication skills
- Developing empathy and connection
- Handling feedback and complaints
What You'll Learn
- Recognise the diverse range of customers and their needs and expectations
- Understand and project a professional image at work
- Demonstrate the qualities and characteristics of Service Professionals when delivering Go-The-Extra-Mile service (GEMS) to exceed customer expectations
- Create positive customer experience by offering customized and personalized service in accordance with organization guidelines
- Escalate feedback on areas of improvement to enhance customer experience
Entry Requirements
GCE 'N' Level Credit (at least C5) in English and Mathematics or Workplace Literacy and Numeracy (WPLN) score: Level 4 for Reading, Listening and Numeracy