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WSQ ENGAGE SERVICE EXCELLENCE
(formally known as Provide Go-the-Extra-Mile Service and Project a Positive and Professional Image)
Course Overview
Unit 1: Provide Go-the-Extra-Mile Service
This unit covers knowledge and application skills in equipping service staff with the mindset to go the extra mile in providing excellent service. It involves demonstrating the qualities and characteristics of a service professional, creating a positive customer experience by offering customised and personalised service, and escalating areas of improvement that may enhance the customers’ experience.
Unit 2: Project a Positive and Professional Image
This unit covers the skills and knowledge to equip service professionals with the right grooming and professional image required for building confidence and projecting a positive image. It also involves equipping them with a positive and customer-oriented mindset to impress and wow their customers in their day-to-day engagement.
Course Objectives
On completion of this module, learners 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
Target Audience
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
Company-Sponsored *(NEW FUNDING effective 1st January 2022)*
| Funding Type | Full Fee | GST | Funding Amount | Nett Fee Payable (Incl. GST) |
|---|---|---|---|---|
| Funding TypeSME | Full Fee$450 | GST$31.50 | Funding Amount($315) | Nett Fee Payable$166.50 |
| Funding TypeNon-SME | Full Fee$450 | GST$31.50 | Funding Amount($225) | Nett Fee Payable$256.50 |
| Funding TypeNon-SME (MCES) | Full Fee$450 | GST$31.50 | Funding Amount($315) | Nett Fee Payable$166.50 |
- SME: Singapore registered companies with (i) at least 30% local sharing AND (ii) Group annual sales less than $100 million OR Group employment size less than 200
- Non-SME (MCES): Employee is Singaporean aged 40 years and above
Course Fee Funding SME: 70% of course fee Non-SME: 50% of course fee Non-SME(MCES): 70% of course fee Eligible for Absentee Payroll Funding $4.50 per training hour capped at $100,000 per enterprise per calendar year
Self-Sponsored *(NEW FUNDING effective 1st January 2022)*
| Funding Type | Full Fee | GST | Funding Amount | Nett Fee Payable (Incl. GST) |
|---|---|---|---|---|
| Funding TypeMCES | Full Fee$450 | GST$31.50 | Funding Amount($315) | Nett Fee Payable (Incl. GST)$166.50 |
| Funding TypeNormal | Full Fee$450 | GST$31.50 | Funding Amount($225) | Nett Fee Payable (Incl. GST)$256.50 |
- MCES: Singaporean aged 40 years and above
- Normal: Singaporean / PR aged 21 years and above
Course Fee Funding MCES: 70% of course fee Normal: 50% of course fee Eligible for SkillsFuture Credit