Service Excellence

Course Code: RET-CEX-1010-1.1

Course Duration

• 2 Days (15 Hours) – Inclusive of assessment
• Day 1: 8.30am-6.00pm
• Day 2: 8.30am-3.00pm
• Day 2: Assessment – 3.00pm onwards

Introduction

This course seeks to equip learners with the essential knowledge and skills required to emulate the ideal service professional and exemplify “Service Excellence” in adherence to the organisational procedures. The course content begins with the presentation of oneself, followed by the interaction, and concludes with the escalation of feedback for continual improvement.

Assumed Attitudes, Skills and Knowledge

Participants are assumed to be able to:

• Read, write and speak English at WSQ WPL Level 3
• Manipulate numbers at WPN Level 3

Objectives

The main target learners for this course are security personnel and frontline staffs alike who are assigned to work in premises that requires them to perform frontline duties and possess the competencies and knowledge on:

1. Professional image and the organisation
2. Qualities and characteristics of a service professional
3. Customer needs and expectations
4. Principles of effective communication
5. Provide a positive customer experience
6. Customer feedback

Physical and Medical Requirement

Participants must:

• Be certified by a medical doctor to be physically fit for work
• Not to be colour-blind or hearing impaired