.png)
About The Course
Course Overview
In today's customer-centric market, being more customer-focused and delivering top-of-the-line customer service is a significant performance differentiator for any organisation.
This course aims to equip you with the mindset for providing excellent customer service, as well as the skills and competencies to deliver a customer experience that delights and exceeds expectations. Through experiential class activities and interactive discussion, you will also learn to define and understand the various needs of your organisation's customers, and how you can exemplify excellent customer service standards in accordance to your organisation's guidelines.
​
Learners who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).
​
Learning Outcomes
By the end of this course, you will be able to:
-
Identify your individual role and importance in enhancing customer experience
-
Define the different types of customers and understand their needs, expectations, and requirements
-
Demonstrate the qualities and characteristics of a service professional who delivers excellent customer service
-
Create a positive customer experience by offering customised and personalised service that is aligned with the organisation's guidelines
Course Content
1. Enhancing the Customer Service Mindset
-
Identify the individual’s role in delivering customer service.
-
Understand the implication of one’s actions (and inactions) on the organization, and the importance of delivering excellent customer service.
2. Defining and Understanding Customers
-
Recognise and describe the various groups of customers unique to the organisation.
-
Understand the needs, expectations, and requirements from different stakeholders, namely, the organization, fellow employees and customers.
​
3. Creating a Positive Customer Service Experience
-
Learn the service behaviours that support the qualities and characteristics of a service professional.
-
Learn effective communication skills to handle challenging and difficult customers for service escalation and recovery (required situationally).
-
Identify opportunities to delight customers and know when or what kind of customer and personalised services may be tailored to delight the customers.
Entry Requirements
Assumed Attitude
Learners are assumed to view service excellence as a crucial element in their success in their role. They want to learn how to best represent their organisation and exceed customers' expectations in their daily work.
The assumed skills
Learners are assumed to:
- Have some experience working with customers previously
- Be able to listen and speak English at a proficiency level equivalent to the Employability Skills (ES) Workforce Skills Qualifications (WSQ) Workplace Literacy (WPL) level 4
- Be able to read and write English at a proficiency level equivalent to the ES WSQ WPL level 4
The assumed knowledge:
Learners are assumed to:
-
Know how to interpret social cues and body language
Schedule
Mode of Delivery
Classroom facilitation 16h​
Assessment
Written
Duration
Day 1: 0900 - 1800 (8 hours, excluding of 1 hr of lunch break)
Day 2: 0900 - 1800 (8 hours, excluding of 1 hr of lunch break)
Total Course Hours: 16 Hours (Inclusive of 1hr Written Assessment)
*Note that both days require your physical attendance to meet SSG's attendance requirements. ​
​
Course Run Details​
​​
​
​
​
​
​​​​​​​
Training Venue | Dates |
|---|---|
1 Commonwealth Lane, #06-01
One Commonwealth
Singapore 149544 | Refer here for the next course date |
Course Fees
Prices below include GST
Company Sponsored ^ (Non-SME) | Company Sponsored ^(SME, W/ ETSS Funding) | Company Sponsored ^ (SME, Baseline funding) | Self-Sponsored | Service Excellence |
|---|---|---|---|---|
S$414.20 | S$414.20 | S$414.20 | S$414.20 | Foreigner |
S$148.20 | S$148.20 | S$148.20 | S$148.20 | Singaporean Citizen 40 Years Old & Above |
S$224.20 | S$148.20 | S$224.20 | S$224.20 | Singaporean/PR 21 Years Old & Above |
S$224.20 | S$148.20 | S$224.20 | S$414.20 | Singaporean/PR 20 Years Old & Below |
SkillsFuture Credit (SFC)
​Net Fee payable can be offset by SFC if learner is:
-
Singaporean
-
25 years old and above
-
Has sufficient balance in SFC
​
^ Absentee Payroll (AP)
-
S$4.50/hr
-
S$100,000 cap on maximum AP funding each organisation can claim each year