PWM-Food Services: Customer Service Excellence (Level 1)
About This Course
This course is only for the low wage workers in the PWM-Food Services Sector.
LU1: Know your customers
- Identify the types of customers and service environment triggers that may result in potential service challenges
- Recognise and cater to the needs and expectations of a diverse range of customers
LU2: Maintaining Professional Image and Persona
- Demonstrate the qualities and characteristics of a service professional and use techniques to portray a professional image and persona
LU3: Going the Extra Mile
- Recognise the importance of going the extra mile within the service industry
- Apply various methods to exceed customer expectations and create a positive customer experience
LU4: Principles of Effective Communication
- Apply effective communication skills when interacting with customers and escalate service issues that have not been resolved
LU5: Escalation Process
- Apply methods to escalate feedback on improvement areas and unresolved service challenges through escalation channels.
What You'll Learn
Entry Requirements
• Be above 18 years of age to 55 years of age
• Have an understanding of the organisation’s product and service offering
• Have an understanding of the organisation’s structure, standard operating procedures and guidelines on a relevant area of work.
• Be able to listen, read, speak and write English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification Literacy Level 3.