Provide Go-the-Extra-Mile Service (16 hrs) by MDIS

• Recognise the diverse range of customers and their needs and expectations
• Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations
• Create a positive customer experience by offering customised and personalised service in accordance with organisation guidelines
• Escalate feedback on areas of improvement to enhance the customer experience

Recognise the diverse range of customers and their needs and expectations

• Understand and identify the needs and expectations of the various groups of customers unique to the organisation with consideration for groups of customers that require special needs

Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations

• Demonstrate service behaviours that support the qualities and characteristics of a service professional
• Understand the importance of go-the-extra-mile for service; its implied significance to oneself and the organisation

Create a positive customer experience by offering customised and personalised service in accordance with organisation guidelines

• Identify opportunities in the interactions with customers to provide delightful moments to enhance their experience with the organisation
• Apply the principles of effective communication when creating the positive customer experience
• Know when and what kind of customised and personalised services may be tailored to delight the customers
• Know when and how to up-sell and / or cross-sell to customers, whenever appropriate

Escalate feedback on areas of improvement to enhance the customer experience

• Understand the importance to give feedback on areas for improvement to the appropriate personnel in the organisation
• Escalate feedback on areas for improvement with relevant information such as the details of the areas for improvement, suggestions for improvement, benefits of the improvement, and possible impact of the improvement

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

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