CRS-Q-0027277-SVCF
The revised Certified Service Professional (Version 2) is a national curriculum aimed at giving participants the opportunity to develop a mastery of service skillset and a positive mindset through active and cooperative learning in a highly interactive classroom environment.
Upon completion of the course, the participant should have the knowledge and skills to demonstrate competence in the following three competency units under the Service Excellence Competency Framework (SV CF):
a. Provide Go-the-Extra-Mile Service
b. Project a Positive and Professional Image
c. Respond to Service Challenges
Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).
On completion of the WSQ CSP course, the participant will have the knowledge and application skills to:
- explain the importance of go-the-extra-mile service (GEMS)
- present himself / herself professionally
- apply the 5A* GEMS approach to attend to customers
- use the 5A* GEMS approach in service challenges
- stay positive as a service professional
- keep improving himself / herself as a service professional
What is GEMS?
- Our Service Values
- Levels of Customer Service
- Service Action #1
- Importance of GEMS
- Qualities of a Service Professional
Service Professional Mindset and Habits
- Developing Positive Thinking
- Looking Our Best
- Peer Feedback
- Service Action #2
- Assessment
- 3Vs of Communication
- Star Journaling
5A* GEMS Approach
- Our Customers: Their Needs and Expectations
- Acknowledge
- Service Action #3
- Attend
- Service Action #4
- Assessment
- Act
- Assure
- Star Journaling
- Putting it All Together
- Service Action #5
Responding to Service Challenges
- Respond to Service Challenges
- Mystery Audit Briefing
5A* GEMS Approach for Service Challenges
- Mystery Audit Debrief
- 5A* GEMS for Service Challenges
- Service Action #6
- Putting It All Together for Service Challenges
- Apply@Work Briefing
- Star Journaling
Learning from Experience
- Apply@Work Debrief
- Star Journaling
- Service Action #7
Creating Positive Customer Experiences
- GEMS from Challenges
- Improve Customer Experience – Feedback and Escalation
- Assessment
Above All, Take Care
- Managing Emotions in Service
- Role Play Practice
- Assessment
- Service Action #8
- Assessment
- Star Affirmations
- Star Journaling
- Check Out
Participants will undergo experiential learning through classroom facilitated mini-lectures, group discussions, role plays, quizzes, and videos.
This course is suitable for service staff from various service industry sectors keen on improving service delivery and positive career progression. They usually do not have supervisory responsibilities for others and work under direction to perform a specific set of work activities.
Categories
Subjects
More Information
- (Local Institution) MDIS - Service Quality Centre
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