Engage Service Excellence
About Course
Unit 1: Provide Go-the-Extra-Mile Service
Understanding the types of customers
Understanding customer needs and expectation
Quality and characteristics of service professional
How to Go-the-Extra-Mile-Service
Methods to exceed customer expectations
Create positive customer experience
Methods to offer customised and personalised service
Know your organisation’s guidelines
Methods to identify areas of improvement to enhance the customer experience
Methods to escalate areas of improvement
Unit 2: Project a Positive and Professional Image
Importance of professional image
Understanding the typical traits of persona and how to project it
Impact of one’s professional image and persona on self and the organisation
Methods to project a professional image and persona of the organisation
Understanding organisation’s guidelines on professional image
Understanding types of customers
Effective communication skills when interacting with customers at the workplace
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