NTUC LearningHub

Upon completing this course, participants will be able to:

  • Develop knowledge of organisation’s product or service offerings and customer profile
  • Analyse gaps between team’s service performance and organisation’s service standards to identify key areas for improvements
  • Analyse service performance levels for effectiveness of actions taken
  • Implement corrective actions to improve service standards
  • Demonstrate the use of coaching techniques to address service performance issues
  • Prepare coaching plan for individuals with customer service gaps
  • Monitor progress of individual for service excellence

 

Pre-requisites

 

The admission requirements are:

  • Be able to listen and speak English at a proficiency level equivalent to the Employability Skills System Workplace Literacy Level 3
  • Be able to read and speak English at a proficiency level equivalent to the Employability Skills System Workplace Literacy Level 3
  • Be able to use Numeracy skills at a proficiency level equivalent to the Employability Skills System Workplace Numeracy Level 3
  • Be in the F&B industry with minimum 6 months’ work experience

 

Course Outline

 

LU1: Understand Customer Service Excellence

  • Understanding Customer Service Excellence in the Digital Age
  • Identifying Offerings in the Food Services Industry

LU2: Improve your Customer Experience

  • Understanding Customer Profile
  • Managing Customer Expectations
  • Designing Customer Journey

LU3: Upgrade your Service Process

  • Fundamentals of Coaching
  • Effective Coaching Techniques

LU4: Managing Service Resource

  • Effective Coaching Techniques

 

Certificate Obtained and Conferred by

 

  • Upon meeting the attendance and assessment(s) criteria, participants will be awarded with a digital Statement of Attainment (SOA), accredited by SkillsFuture Singapore. SOA will be reflected as [code name i.e., FSS-CEX-3040-1.1 Customer Service Excellence].
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More Information
  • NTUC LearningHub
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Location
  • NTUC Trade Union House, 73 Bras Basah Road. S.189556, Singapore, Central Singapore Community Development Council 189556

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