TMMSC - TRANSFORMING MOMENTS INTO MEMORIES SERVICE 101 (CUSTOMER SERVICE EXCELLENCE L1) (CHINESE) by NTUC LearningHub

Upon completing this course, participants will be able to:

1. Recognize the changing expectations in Customer Service due to digitalization
2. Relate to the customer journey and anticipate the needs and expectations of the customer
3. Identify the key factors of exemplary staff who is able to provide value enhancement in their customer service
4. Discover the different ways participants can transform moments into memories so that customers can have a memorable customer journey

Pre-requisites

The admission requirements are:

• Possess at least a GCE ‘O’ Levels or equivalent or
• Be proficient in Mandarin

Course Outline

LU1: Understanding Changing Expectations of Digital Savvy Customers

• Impact of Digitalization in F&B
• Evolution of the Customer's Buying Behaviours in the F&B Sector
• Top 5 Customer Experience Trends
• What are Customer Expectations?
• Managing Customers’ Expectations

LU2: Creating the Customer Journey

• What is Customer Experience?
• 5 Dimensions of Service Quality
• Introducing the Customer Journey
• Dimensions of the Customer Journey Map
• Perception of Experience

LU3: Developing Proactive Customer Engagement and Experience

• What is Proactive Customer Engagement?
• Importance of Proactive Customer Engagement
• Proactive Customer Engagement
  • • Pre-Service, During Service, Post Service

LU4: Transforming Moments into Memories

• Cycle of Service
• Dealing with Customer's Complains and Concerns
• Effective Communication between Staff

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-1040-1.1 Customer Service Excellence-1].