WSQ Provide Go-The-Extra Mile Service

NTUC LearningHub


Course introduction

The notion of going-the-extra-mile for service (GEMS) has influenced service professionals to go beyond their call of duty, expand boundaries and provide creative ways to wow customers. With the changing demands of customers, having higher expectations on product and the buying experiences, service professionals would need to recognise the shifting expectations and be prepared to find new ways to wow customers. In this programme, learners would be prompted to consider the offstage preparations required before they go on set and perform customised and personalised services that impress customers.



Course Outline


1. Preparations To Engage Customers

In this segment, learners will learn about the positive qualities and characteristics of service professionals which are enablers for them to adopt when performing go-the-extra-mile service (GEMS).

As providing excellent service requires effort, learners will be encouraged to conduct background work to possess the necessary knowledge in anticipating the customers’ needs and expectations, as well as their commonly asked questions. Learners will also explore methods to deliver appropriate service and sought after information required by
customers.


2. Perform GEMS To WOW Customers

Learners will discuss and practice potential service opportunities that can be customised or personalised for customers as they go-the-extra-mile to impress them. Type I and Type II GEMS suggest the extent of GEMS that may occur within the learner’s limit of authority. Learners will also examine ways to pamper customers, while picking up some upselling and cross selling tips to suggest offerings that will complement a customer‘s purchase.


3. Provide Suggestions To Enhance Customer’s Experience

Gathering feedback from customers, learners will consider the potential areas for improvements based on their observation and experience as both a user and provider. It is essential that learners adopt a spirit of continuous improvement so as to surpass customer expectations.


Price

Individuals may enjoy UTAP and WTS Funding. Terms and conditions apply. For more information, please contact us at +65 6336 LHUB (5482) or email ibe@nextu.com.sg

When you sign in to your SkillsConnect account, please use the course reference number CRS-Q0025051-SVCF
to find this course.


Individual Pricing

Course Fee

w/o GST - S$330.00
w GST - S$353.10

SkillsFuture Funding, >=21 yrs old

w/o GST - S$66.00
w GST - S89.10

SkillsFuture Funding, >=40 yrs old

w/o GST - S$33.00
w GST - S$56.10

WTS Funding (95%)

w/o GST - S$16.50
w GST - S$39.60


Corporate Pricing

Non-SME

Course Fee

w/o GST - S$330.00
w GST - S$353.10

SkillsFuture Funding, >=21 yrs old ^

w/o GST - S$66.00
w GST - S$89.10

SkillsFuture Funding, >=40 yrs old

w/o GST - S$33.00
w GST - S$56.10

WTS Funding (95%)

w/o GST - S$16.50
w GST - S$39.60


SME

Course Fee

w/o GST - S$330.00
w GST - S$353.10

SkillsFuture Funding, >=21 yrs old

w/o GST - S$33.00
w GST - S$56.10

SkillsFuture Funding, >=40 yrs old

w/o GST - S$33.00
w GST - S$56.10

WTS Funding (95%)

w/o GST - S$16.50
w GST - S$39.60


^Applicable for Singapore Citizen ABOVE 21 yrs & BELOW 40 yrs old / Singapore PRs



Available Course Sessions


Please click here to stay updated on upcoming sessions.



Trainer Profile


CIPD Certified Consultant

NTUC LearningHub and its affiliated / associated businesses has a wide range of industry experts that trains many individuals and corporate organisations.

To help trainees and clients customise their training and consultancy needs, our trainers are at hand to provide timely advice and guidance that will ensure a valuable learning experience.



 

Top