Service Excellence (Level 1)
About This Course
The Learning Units have designed and sequenced to help the Learner’s to first establish the right mindset, and then apply gain new understanding of their customers and followed by creating the desired customer service experience based on their customer needs.
The Learning Outcomes for this module, aligned with each Learning Unit, are as follows:
LO1: Identify individual’s role and its importance in performing excellent customer service
LO2: Describe different types of customers and their needs
LO3: Demonstrate excellent customer service
What You'll Learn
It is often misunderstood that customer service is a list of to-dos and not-to-dos. All Hearts believe that true customer service starts from having the right mindset. It is only through understanding the “Why”s that ensures consistency and quality of service across the organisation. Through this course, we hope to inculcate the right mindset, directing them to be sensitive and diligent in delighting customers.
Entry Requirements
Assumed Attitude
Learners are assumed to view service excellence as an important element to their success in their role. They want to learn how to best represent their organisation and exceed customers’ expectations in their daily work.
Assumed Skills
Learners are assumed to:
● have some experience working with customers previously
● be able to listen, speak English at a proficiency level equivalent to the Employability Skills Workforce Skills Qualifications (ES WSQ) Workplace Literacy (WPL) level 4
● be able to read and write English at a proficiency level equivalent to ES WSQ WPL Level 4
Assumed Knowledge
Learners are assumed to:
know how to interpret social cues and body language