Kaplan

Introduction

The Certified Service Professional Programme is a 5-day foundation course in customer service skills. Participants will learn about the mindset and passion of a service professional as well as the basics of customer service, going the extra mile for the customer, giving the customer a personalized and customized service and delighting the customer in a team setting. Participants will also learn and apply the concepts via the route of adult learning and through various simulated activities where participants will be assessed throughout the programme. At the end of this programme, participants will be awarded the WSQ Certified Service Professional Certificate from the Workforce Development Agency (WDA).

Who Should Attend

The main target audience for the Certified Service Professional programme is workers from non-service industry sectors, who want to join the tourism-related service sectors, which may include:

• Hotel and Accommodation Services
• Food & Beverage
• Gaming
• Spa & Wellness
• Tour & Travel Services
• Attractions
• MICE
• Retail

It is recognized that service is extended not only to external customers but internal customers as well. The Service Excellence WSQ operations modules serve as foundational units in the journey towards service excellence for all workers in Singapore.

Pre-Requisite(s)

• Possess GCE N (Academic) / O Level pass in English OR
• Acquired Level 4 for any two modalities of the Workplace Literacy from the Employability Skills System (WPLN ESS)

Course Outline

Develop mindset and passion of a service professional

• Think like a service Professional
• Get ready to create memorable moments
• Put up a great show

Know your products, customers and organization

• Know your products and services
• Know your customer Requirements
• Know your organisation s systems and standards

Make every encounter a GEMS moment

• Deliver the 10 GEMS
• Go the extra mile
• Handle service breakdowns and recovery

Work with your colleagues to delight customers

• Resolve team Problems
• Communicate with team members

Invite customers to come back

• Build customer loyalty
• Utilize customer records

Keep improving your service

• Seek customer feedback and improve service

Course Dates

Course Fees

S$65.00 (including GST)