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].
Categories
Subjects
More Information
- NTUC LearningHub
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