LEAD to Customer Service Excellence (Level 3)
About This Course
Upon completing this course, participants will be able to:
1. Develop knowledge of organisation’s product or service offerings and customer profile
2. Analyse gaps between team’s service performance and organisation’s service standards to identify key areas for improvements
3. Analyse service performance levels for effectiveness of actions taken
4. Implement corrective actions to improve service standards
5. Demonstrate the use of coaching techniques to address service performance issues
6. Prepare coaching plan for individuals with customer service gaps
7. Monitor progress of individual for service excellence
What You'll Learn
LU2: Improve your Customer Experience
LU3: “Upgrade” your service process
LU4: Managing service resource
Entry Requirements
Participants are required to have the ability to converse, read and write in English. Minimum Lower Secondary Education or WPLN Level 3 and above.