Customer Management (Level 1) – Provide Quality Services
About This Course
The Customer Management (Level 1) – Provide Quality Services course is designed specifically for individuals in the cleaning and facilities management sectors. This comprehensive 8-hour course offers an in-depth introduction to essential customer management practices and the delivery of high-quality services.
Participants will gain valuable insights into identifying customer needs and expectations, managing service challenges, and implementing effective service recovery procedures. Through a combination of interactive classroom instruction and practical assessments, learners will be equipped with the necessary skills to provide exceptional customer service and comply with organizational standards.
This course is ideal for professionals across various roles in the environmental services industry, including general cleaners, restroom cleaners, healthcare cleaners, dishwashers, refuse cleaners and collectors, cleaning supervisors, and new entrants to the environmental cleaning sector. It also serves as a valuable resource for individuals seeking to enter these sectors, providing them with the foundational knowledge and skills needed to excel.
Participants will engage in interactive lectures to understand the fundamentals of customer management and the importance of quality service. Group discussions will facilitate the exploration of service challenges and solutions. Role-playing activities will offer real-life scenarios to practice service recovery and customer interaction techniques. Self-reflection exercises will help learners identify personal growth areas and improve service delivery.
Upon completion, participants will be able to identify customer needs and expectations accurately, apply effective service recovery strategies to resolve service challenges, manage and escalate unresolved service issues appropriately, and enhance communication skills to improve customer interactions and satisfaction.
What You'll Learn
1. Triggers in the service environment
2. Assess customer needs and expectations
3. Service Recovery procedures to respond to service challenges
4. Methods to escalate unresolved service challenge
Entry Requirements
- 21 years and above males and females of different ethics.
- Speak, listen and read English at a proficiency level not lower than WPL Level 2, and manipulate numbers at a level not lower than WPN Level 2.
- Less than one year of work experience in the Environmental Service Industry or as a Cleaner, Waste Collection Attendant or Waste Recycling Sorter.