CRS-Q-0025122-SVCF

This course 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.

 

Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).

 

Key Benefits
  • 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 Contents

Recognise the impact of one’s professional image and persona on the organisation

  • Know how one’s professional image, persona and competence can affect the organisation

Project a professional image and persona in accordance with organisational guidelines

  • Show qualities, characteristics, competence and traits that support the professional image and persona that befit the organisation
  • Apply suitable methods to project the professional image and persona that befit the organisation

Demonstrate effective communication skills when interacting with customers at the workplace

  • Know the unique types of customers of the organisation and interact with them at an appropriate and professional level, with respect to the organisation’s guidelines
  • Apply the principle of effective communication when interacting with customers in the workplace which include demonstrating appropriate verbal and non-verbal communication skills

 

Learning Methodology

Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.

 

Who Should Attend

This course is suitable for customer-facing staff, customer service representatives, call centre officers, store advisors, and service crew.

 

Categories
More Information
  • (Local Institution) MDIS - Service Quality Centre
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