GEMS with Passion
In a world where bottom line is everything, it is easy for many organisations to lose touch with their customers. The challenge is to maintain the relationship and cater to the needs of the customers. We are pleased to offer this new programme, in addition to our current suite of customer care programmes, to guide participants towards their journey towards service excellence and Go the Extra Mile for your customers!

Key Benefits

• Be able to prepare mentally & physically to provide “extra mile service”
• Increase confidence in serving the customers
• Apply effective communication techniques
• Understand the types of service behaviours that truly make an exceptional difference to the customer

Course Content
• Profile of an excellent service professional

  - Positive Attitude
  - Personal Grooming & Hygiene
  - Poise through non-verbal language
  - Good Sound Image

• Professional Service Presentation
  - Identify internal and external customers’ needs
  - Identify the service touch points and customers’ needs and expectations
  - Uncover customers’ needs through effective listening and questioning skills

• Going the extra mile for customers

  - Identify customer dissatisfaction
  - Handle customer complaints and objections in a calm and professional manner
  - Value-add service delivery

Learning Methodology
This module will be taught through a series of mini lectures, group discussions, interactive activities and self assessment.

Who Should Attend
Individuals who serve internal and/or external customers of their organisation who want to enhance their customer service skills. This programme is a foundational unit in the journey towards service excellence.

Course Details
Duration: 2 days (16 hrs)
Time: 9am - 6pm
Course Fee: $342.40 (Incl 7% GST)

SDF Support: 80%, capped at $7 per hour