Delivering Service Excellence

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Delivering Service Excellence

Overview

Course Date:
TBA
Registration Period:
TBA
Time:
TBA,
8 hours
Mode of Training:
Facilitated Learning (F2F)
Venue:
Singapore Polytechnic
Funding:
Eligible for SkillsFuture Credit

*Please note that once the maximum class size is reached, the online registration will be closed. You may register your interest, and would be notified if there is a new run.

Course Objective

The professional image a service provider projects can help build customer confidence. Businesses providing both professional image and quality service attract and retain customers

In this programme, participants will identify the relationship between organisational requirements and the impact of professional image on his or her job role. They will be taught ways to boost self-confidence that may enhance their appearance and positive communication techniques to impress customers in their day-to-day engagements. To further enhance the organisation’s brand image, participants will identify service challenge triggers and effectively manage the 5 key dimensions of service quality. Participants will activate service recovery and escalation procedures to turn service challenges into opportunities to foster customer loyalty.

Course Outline

1. Recognise the impact of one’s professional image on the organisation
2. Project a professional image in accordance with organisational guidelines
3. Identify triggers that anger or upset customers
4. Apply principles of effective communication to project the right message
5. Resolve service challenges through service recovery procedures
6. Escalate unresolved service challenges through proper channel and procedures

Topics to be covered

1. 3As – Appearance, Actions and Attitudes
2. 5 Dimensions of Service Quality
3. 5-Step Process of Service Recovery

Minimum Requirements

Participants should be able to speak, listen and read English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification (ES WSQ) Workplace Literacy (WPL) Level 5.

Certification / Accreditation

• Certificate of Attendance (electronic Certificate will be issued)
A Certificate of Attendance will be awarded to participants who meet at least 75% attendance rate

• Certificate of Completion (electronic Certificate will be issued)
A Certificate of Completion will be awarded to participants who pass the assessment and meet at least 75% attendance rate

Suitable for

Retail sales associate / e-commerce associate who would like to deliver service excellence

Course Fees

The course fees payable above are inclusive of 9% GST rate.

Applicants/Eligibility	SkillsFuture Funding	GST*	Subsidised Fee (after GST)
Singapore Citizens aged 40 and above¹	$378.00	$11.34	$53.34
Singapore Citizens aged below 40	$294.00	$11.34	$137.34
Singapore Permanent Residents and LTVP+ Holders	$294.00	$11.34	$137.34
SME-sponsored Singapore Citizens, Permanent Residents and LTVP+ Holders²	$378.00	$11.34	$53.34
Others (Full fees payable)	$0.00	$37.80	$457.80

As per SSG’s policy, the GST payable for all funding-eligible applicants is calculated based on prevailing GST rate after baseline funding subsidy of 70%

Singaporeans aged 25 years and above may use **SkillsFuture Credit balance to offset respective course fees.

¹ Under the SkillsFuture Mid-career Enhanced Subsidy. For more information, visit the SkillsFuture website here.
² Under the Enhanced Training Support for Small & Medium Enterprises (SMEs) Scheme. For more information of the scheme, click here. To view SP’s list of similar funded courses, click here. Please submit the attached “Declaration Form for Enhanced Training Support Scheme for SME” together with your online application.

Funding Incentives

Please click here for more information on funding incentives.