In order to truly go the extra mile the customer service professional has to understand their customers first. One needs to talk to and understand the customer ‘s needs and requirements and offering a personalised service to customers where appropriate. That really is going the extra mile. Lots of businesses being ‘too busy to go the extra mile’. Lots of companies focus on the running of their business and their processes rather than the why– ie organisations exist to serve a customer need. If they serve others well enough, they earn the right to earn a profit. Business is, at its heart, all about service and customers today have more choices of who they want to buy from.
This module provides participants with the competency and knowledge to step up in their service delivery process as well as exemplifying the ‘go-the-extra-mile’ attitude and inculcate the service mindset . Participants will start with the fundamental basis of identifying customer needs and managing their expectations, the importance of making a great first and last impression and developing the appropriate communication skills to improving customer interactions and understanding of some of the audience targeting platforms that are used to learn more about the customer in order to provide personalised service.
What You'll Learn
The unit covers the following Performance Criteria: These would best be taught via a combination of lecture, demonstrations and hands-on practice.
Identify the types of customers according to their characteristics
Identify the type of skills required to serve different groups of customers
Identify the characteristics needed of a service professional
Identify and apply the key techniques of exceeding customer's expectations
Apply the principles of grooming and etiquette according to organisational guidelines to manage one's interaction with customers
Apply effective communication techniques to engage with customers according to organisational guidelines
Recognise the formal channels to handle and escalate customer complaints and feedback
Adhere to the procedure of escalating customer feedback according to organisations's guidelines
Identify the types of digitalisation tools available for 'audience targetting' as part of the personalisation strategy and apply the techniques of personalising and customising service
Course Requirements
Participants should be able to speak, listen and read English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification (ES WSQ) Workplace Literacy (WPL) Level 4.
Participants should have worked in a customer-fronting role. These are typically in operational and guest services functions, presently involved with enhancing customer satisfaction and trying to create a positive experience. They can understand and implement policies, procedures and company’s service mission. Ideally, they should have a minimum of 1 year’s experience in the service industry
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