Service Excellence Certification

In partnership with Ascendo Academy

This unit covers the skills and knowledge required for service staff to respond to challenging service situations with the use of appropriate verbal and non-verbal communication techniques. It involves recognising triggers which may lead to service challenges, use of service recovery procedures to respond to the challenges and escalating unresolved service challenges.

Course Objectives

1. Use service recovery procedures to respond to service challenges in accordance with organisation guidelines
2. Escalate unresolved service challenges using appropriate channels in accordance with the organisation’s guidelines
3. Demonstrate resilience in the handling of service challenges
4. Types of triggers in the service environment
5. Types of service challenges
6. Importance of responding to service challenges
7. Principles of effective communication
8. Method to escalate service challenges
9. Service escalation channels
10. Resilience and methods to demonstrate resilience
11. Strive for win-win outcomes when handling service challenges
12. Identify and suggest areas of improvement that may arise out of service challenges
13. Empathise with customers while facing service challenges to prevent situation from escalating
14. Keep abreast of latest products and services and service delivery procedures to avoid creating service challenges
15. Reflect on own handling of service challenges to improve performance in future situations
16. Monitor own service delivery to avoid creating situations that may give rise to service challenges

Course Reference Number: CRS-Q-0031096-SVCF

Duration: 08.30AM-6.00PM (1 day)

Course Fees:

• Full Course Fees (Including GST): $181.90
• Non-SMEs | PR | Singaporean < 40yo: $45.90
• SMEs | Singaporean >= 40yo: $28.90
• Workfare Training Support (WTS): $20.40

Subsidy

• MCES: Singaporean age 40 and above
• Normal: Singaporean/PR age 21 and above
• WTS: Singaporean age 35 and above and earning $2,000 or below per month

SME: Singapore registered companies with

• at least 30% local sharing AND
• group annual sales less than or equal to $100 million OR group employment size less than or equal to 200 people

In partnership with Ascendo Academy

This course covers knowledge and application skills in the delivery of service excellence by utilising organisational service operations resources. It involves the use of effective teamwork to perform service operations in accordance with organisation’s guidelines and escalating service performance issues

Course Objectives

1. Recognise the role that one plays in the service value chain
2. Acquire information commonly sought by organisation’s customers
3. Deliver service as part of a team according to the organisation’s service standards
4. Escalate service performance issues that affect the organisation’s service standards

Course Reference Number: CRS-Q-0037390-SVCF

Duration: 09.00AM-6.30PM (1 day)

Course Fees:

• Full Course Fees (Including GST): $203.30
• Non-SMEs | PR | Singaporean < 40yo: $58.80
• SMEs | Singaporean >= 40yo: $32.30
• Workfare Training Support (WTS): $22.80

Subsidy

• MCES: Singaporean age 40 and above
• Normal: Singaporean/PR age 21 and above
• WTS: Singaporean age 35 and above and earning $2,000 or below per month

SME: Singapore registered companies with

• at least 30% local sharing AND
• group annual sales less than or equal to $100 million OR group employment size less than or equal to 200 people

In partnership with Ascendo Academy

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 The course will be conducted in English

Course Objectives

1. Recognise the diverse range of customers and their needs and expectations
2. Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations
3. Create a positive customer experience by offering customized and personalized service in accordance with organisation guidelines
4. Escalate feedback on areas of improvement to enhance the customer experience

Course Reference Number: CRS-Q-0030871-SVCF

Duration: 09.00AM-6.30PM (1 day)

Course Fees:

• Full Course Fees (Including GST): $171.20
• Non-SMEs | PR | Singaporean < 40yo: $43.20
• SMEs | Singaporean >= 40yo: $27.20
• Workfare Training Support (WTS): $19.20

Subsidy

• MCES: Singaporean age 40 and above
• Normal: Singaporean/PR age 21 and above
• WTS: Singaporean age 35 and above and earning $2,000 or below per month

SME: Singapore registered companies with

• at least 30% local sharing AND
• group annual sales less than or equal to $100 million OR group employment size less than or equal to 200 people

In partnership with Ascendo Academy

This skill describes the ability to project a professional image when serving customers. It also includes equipping oneself with a positive and customer oriented mindset to impress and wow customers in their day to day engagement.

Course Objectives

1. Recognise the impact of one’s professional image and persona on the organisation
2. Project a professional image and persona in accordance with organisational guidelines
3. Communicate professionally with customers in accordance with organisation’s guidelines

Course Reference Number: CRS-Q-0031012-SVCF

Duration: 09.00AM-6.30PM (1 day)

Course Fees:

• Full Course Fees (Including GST): $203.30
• Non-SMEs | PR | Singaporean < 40yo: $67.30
• SMEs | Singaporean >= 40yo: $32.30
• Workfare Training Support (WTS): $22.80

Subsidy

• MCES: Singaporean age 40 and above
• Normal: Singaporean/PR age 21 and above
• WTS: Singaporean age 35 and above and earning $2,000 or below per month

SME: Singapore registered companies with

• at least 30% local sharing AND
• group annual sales less than or equal to $100 million OR group employment size less than or equal to 200 people