Service Excellence

WSQ Service Innovation

Formerly known as Engage in Service Innovation Initiatives

Learning Outcome

This module covers knowledge and application skills in understanding the importance of service innovation and the methods and opportunities that are available for a service staff to generate ideas that contribute to service innovation.

Course Outline

• Importance of Service Innovation
• Methods to Generate Potential Service Innovation Ideas
• Evaluating Potential Service Innovation Ideas
• Organisational Evaluation Criteria on Ideas Generated
• Creating and Presenting Mock-ups
• Who are the Stakeholders and Types of Stakeholders’ Decisions
• Follow-up Actions on Ideas Generated

Who Should Attend

The job role(s)/ occupations that this module would be relevant to may include:

Customer-facing staff
Customer Service Representatives
Call Centre Officers
Store Advisors
Service Crew
Course Reference Number: TGS-2019504190

Duration: 09.00AM-6.00PM (2 days)

WSQ Engage Service Excellence

Formerly known as Provide Go-The-Extra-Mile Service and Project a Positive and Professional Image

Learning Outcome

At the end of the programme, participants will be able to:

Unit 1: Provide Go-the-Extra-Mile Service
Recognise the diverse range of customers and their needs and expectations

• Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations
• Create a positive customer experience by offering customized and personalized service in accordance with organisation guidelines
• Escalate feedback on areas of improvement to enhance the customer experience

Unit 2: Project a Positive and Professional Image

• Recognise the impact of one’s professional image and persona on the organisation
• Project a professional image and persona in accordance with organisational guidelines
• Demonstrate effective communication skills when interacting with customers at the workplace

Course Outline

• 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

Who Should Attend

The job role(s)/occupations that this module would be relevant to may include:

Customer-facing staff
Customer Service Representatives
Call Centre Officers
Store Advisors
Service Crew

Course Reference Number: TGS-2019504524

Duration: 09.00AM-6.00PM (2 days)

WSQ Establish Excellent Relationships for Customer Confidence

Learning Outcome

This module covers knowledge and application skills to build customer confidence in the organization and to develop customer relationships that build customer loyalty. It also involves the know-how of handling service opportunities and escalated service challenges.

Course Outline

• Methods to develop knowledge of organisation’s product or service offering
• Understanding types of customers and their profiles
• How to build customer rapport and customer confidence
• Understanding organisation vision, mission, values and service standards
• Post-sales follow up
• How to respond to service opportunities
• Understanding service challenges and triggers in the service environment
• How to respond to escalated service challenges

Who Should Attend

The job role(s)/occupations that this module would be relevant to may include:

Call Centre Supervisors / Team Leaders
Assistant Store Managers
Supervisors
Service Team Leaders

Course Reference Number: TGS-2019504044

Duration: 09.00AM-6.00PM (2 days)

WSQ Achieve Service Vision

Formerly known as Demonstrate The Service Vision

Learning Outcome

At the end of the training, the learner should be able to:

Recognise the role one plays in contributing to the organisation’s vision, mission and values
Demonstrate service delivery in accordance with the organisation’s vision, mission and values
Monitor own performance to ensure consistency with the organisation’s vision, mission and values

Course Outline

• Organisation’s vision, mission, and values (Knowledge)
• Methods to demonstrate service delivery in line with the organisation’s vision, mission and values (Application)
• Methods to monitor own performance (Application)

Who Should Attend

The job role(s)/occupations that this module would be relevant to may include:

Customer-facing staff
Customer Service Representatives
Call Centre Officers
Store Advisors
Service Crew

Course Reference Number: TGS-2019504422

Duration: 09.00AM-6.00PM (1 day)