Service Excellence

Service Excellence SkillsFuture WSQ.

In this workshop, students will learn to demonstrate the qualities and characteristics of a service professional, creating a positive customer experience by offering customized and personalized service, and escalating areas of improvement that may enhance the customers’ experience.

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Service Excellence SkillsFuture WSQ

Genetic Computing School

Block 167 Jalan Bukit Merah
Connection One #06-11A
Singapore 150167

Workshop Outcome

What will I learn?

Section 1

  • What is Customer Service, who are the customers, who are the customer service providers?
  • Appearance, smile, being positive, being energized counts.

Section 2

  • Understand customer situation, stay outside the box, meet basic needs.
  • No wrong door Policy.
  • Going the extra mile.
  • Follow up.
  • First Responder protocol, addressing complaints, turning difficult customer around.
  • In-Person Customer service, customer service over the counter, over the phone, telephone etiquette, electronic customer service.

Section 3

  • Understanding When to Escalate triggers in the service environment, de-escalating anger, establish common ground.
  • Setting your limits, managing your own emotions.
  • Dealing with vulgarity, coping with insults, dealing with legal and physical threats.
  • Escalate service challenges.

Course Information

Course Fee

Full Fee: $200

Singaporeans 21 – 39 yrs old or PRs 21 yrs & above: $64

Singaporeans above 40 yrs old: $20

* Course Fee shown here represents the nett fee (excl. GST)

Course Information

Service Excellence

Reference No : TGS-2020503348
Course Duration : 8 hours (In-Class)
Funding Validity : 02 Jun 2020 – 04 Aug 2022