SE WSQ - Offer Customised and
Personalised Service, Operations
Date
0
- 0 2012
0 - 0 2012
0 - 0 2012
Introduction
This course guides the
participants to have the knowledge and application skills to proactively offer
and promote service to customers. It includes accessing and communicating
detailed product and service information sought by a diverse range of customers;
in order to make recommendations that meet customers’ personal needs.
Objective
This
course aims to equip the participants to:
- Study
and update own knowledge on organisation’s products and services.
- Develop
knowledge that addresses information commonly sought by organisation
customers.
- Identify
and act upon opportunities to offering customised and personalised service.
- Deliver
service to a diverse range of customers.
Outline
1. Study and
update own knowledge on organisation’s products and services.
-
Source relevant and accurate information on the organisation’s products and
services to enhance personal knowledge.
-
Develop and maintain knowledge of the organisation’s products and services
to enhance service delivery.
-
Record and share product and service information learnt with colleagues,
where appropriate.
2.
Develop knowledge that addresses information commonly sought by organisation
customers.
-
Identify information commonly sought by organisation customers.
-
Acquire and maintain knowledge to address information commonly sought by the
organisation’s customers.
-
Share information acquired with colleagues to assemble a shared database of
commonly sought information.
3.
Identify and act upon opportunities for offering customised and personalised
service.
-
Identify customers requiring personalised service.
-
Apply
appropriate methods to provide customers with personalised services as
required.
-
Recognise and act upon opportunities for providing customised and
personalised service according to organisational guidelines and procedures.
-
Take
initiative to personally provide additional service to customers, where
required.
-
Seek
information or advice to meet customer requirements outside own area of
responsibility or knowledge, or refer customer to relevant personnel, where
required.
-
Follow-up professionally with customers according to agreed timelines.
-
Communicate customers’ unique requirements to colleagues, where necessary,
in accordance with organisational procedure
4. Deliver
service to a diverse range of customers.
-
Follow organisational procedures and guidelines that seek to make customer
service inclusive for diverse groups of customers.
-
Show
respect for customer’s individual beliefs, expectations and needs that may
result from their membership of a particular group.
-
Vary
personal approaches to take into account of customers’ beliefs, expectations
and needs resulting from their membership of a particular group.
-
Work
with colleagues to identify consistent approaches that team members should
adopt when dealing with particular groups.
-
Ensure consistent service delivery by adhering to organisational guidelines
and procedures.
-
Follow organisational procedures to handle problems related to delivering
service to diverse range of customers.
Training
Methodology
The
training approaches used are varied, enriching and fun. The learning journey
includes:
- Mini
lectures to impart the concepts and theories
-
Interactive activities like group discussions and games
- Group
and individual exercises like role-plays
Benefits to Participants
Briefly,
by the end of this module, participants will be equipped to:
- Maintain and identify
range of products and services available within the organisation to enhance
service delivery.
- Demonstrate ability to
offer customised and personalised products and services to clients with
routine and special needs.
- Perform consistent
service delivery within organisational guidelines, to a diverse range of
customers.
Certificate
Participants
who have achieved
at least 75% in attendance and have successfully demonstrated competence in all
the knowledge and skills requirements in this training and assessment package
will be awarded with a Statement of Attainment (SOA) awarded by WDA.
Duration
2 days;
16 hrs, 9am - 6pm
Course Fees
and Funding*
|
Funding illustration* (based on
2- days training) |
|
Description |
|
Course
Fee |
S$240.00 |
|
Total Fees (include 7% GST) |
S$256.80 |
|
SDF and SRP Funding is Available |
*Eligibility for funding
- Must be Singaporeans or Permanent Residents of Singapore
- Achieved at least 75% attendance
- Sat for all assessments
#Rates apply to participants who
attend training during normal working hours
IMPORTANT NOTE:
1. Replacement are allowed without charge. Please inform us of the replacement
in writing at least 3 days before the commencement date.
2. Cancellation received less then 10 working days prior to the workshop will
carry a 30% administration fee.
3. Confirmation will be sent out via email 2 weeks prior to the commencement date.
4. SHRI reserves the right to reschedule/cancel a workshop in the event of
unforeseen circumstances.
For further
information, please contact Mr Subbu via phone (65) 6438 0012, fax
(65) 6299 4864, or email
subbu@shri.org.sg
Return to SE WSQ |
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