Our Programmes

Module Content

1. Recognise Customer's Needs and Concerns
   • Organisational service culture and service values 
   • Organisational practice in greeting customers 
   • Customs and traditions of different cultures
   • Effective communication techniques 
2. Display Personalised Service
   • Organisational service delivery procedures and policies 
   • Types of customer confidential information 
   • Steps to ensure confidentiality and security of customer database    
3. Create Value Services to Delight Customer
   • Five levels of customer service 
   • Organisational guidelines for handling problems related to services
   • Organisational Service Promise 

Methodology

Lessons are conducted in a structured yet pragmatic manner as lectures are blended with group discussions, presentations and case studies. The group discussions give participants the opportunities to share their experience while the presentations & case studies help the practice and application of concepts and approaches learned through the course.

Learning Outcomes

• Organisational service culture and service values 
• Organisational practice in greeting customers 
• Customs and traditions of different cultures
• Effective communication techniques
• Organisational service delivery procedures and policies 
• Types of customer confidential information 
• Steps to ensure confidentiality and security of customer database
• Five levels of customer service 
• Organisational guidelines for handling problems related to services
• Organisational Service Promise