Our Programmes

Module Content

• Demonstrate the characteristics of a role model that reflect the organisation’s vision, mission and values
• Encourage team to deliver service, establish customer rapport and provide post-sales follow up in accordance with organization guidelines
• Promote a customer-centric culture within the service environment to achieve service excellence
• Monitor performance of self and team to ensure consistency with the organisation’s guidelines
• Develop knowledge of organisation’s product or service offerings and customer profile
• Respond to service opportunities and escalated service challenges to reinforce customers’ confidence in the organisation

Methodology

Lessons are conducted in a structured yet pragmatic manner as lectures are blended with group discussions, role-plays and individual assessments. The group discussions give participants the opportunities to share their experience while role-playing helps the practice and application of concepts and approaches learned through the course.