SE WSQ - Provide GEMS Service,
Operations
Date
14 - 15 November 2011
Introduction
This
course aims to prepare participants to provide “extra mile service” to their
customers. The programme will focus on the importance of having the right
service mindset and how extra mile service benefits themselves as well as the
organisation. Participants will also gain confidence in serving their customers
by identifying customer needs, applying effective communication techniques and
understanding the types of service behaviours that truly make an exceptional
difference to the customer.
The
Provide GEMS Service is the introductory module that is an essential primer for
Service Personnel in all service industries.
Objective
This
course aims to equip the participants to:
- Prepare for extra
mile service
- Go beyond first
impressions
- Go the Extra Mile
interactions
Outline
1. Prepare for the
extra mile service (GEMS)
- Demonstrate the
qualities of a service professional.
- Identify internal and
external customers in one’s organisation.
- Demonstrate professional
grooming and presentation according to organisational standards.
- Demonstrate personal
hygiene in accordance to organisational standards.
- Project confidence when
dealing with customers through verbal and non-verbal communication.
2.
Going beyond the FIRST GREAT impression
-
Acknowledge the presence of customers in a timely manner upon their arrival
and for the duration of their patronage.
-
Greet
customers using appropriate salutations and in a friendly manner according
to organisational guidelines.
-
Initiate a conversation with customers and share product knowledge.
-
Identify customer’s needs and expectations to offer personalised service.
-
Observe
customers’ verbal and non-verbal messages with undivided attention.
3.
Going the extra mile interactions
-
Recognise situations where customers are dissatisfied.
-
Handle
customer dissatisfaction in a calm and professional manner.
-
Differentiate between routine and ‘going the extra mile’ service standards.
-
Identify options for going the extra mile based on customer’s expectations
and needs.
-
Ensure
that the extra mile services are within organisational guidelines.
-
Explain
the extra mile service to the customer clearly and concisely.
-
Choose
and take appropriate actions to go the extra mile.
-
Monitor
actions to ensure that actions do not annoy or cause inconvenience to other
customers.
-
Review
the effects of going the extra mile.
- Provide feedback to
relevant persons in the organisation on how extra mile service can be
integrated into standard procedure.
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:
- Recognise importance of
the ‘people’, ‘process’ and ‘product’ components in the delivery of Service
Excellence.
- Demonstrate qualities of
a service professional equipped to go for the extra mile service.
- Be able to engage
customers and provide quality attention and service attitude for excellent
services.
- Perform service
recovery with unsatisfied customers and monitor, take appropriate action on
recommendation and follow-up.
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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