Driving Service Excellence with Customer-Focused Leadership Strategies
About This Course
This WSQ course provides foundational knowledge and skills to support service excellence through customer-focused practices. Participants will learn how to understand customer needs, communicate effectively, and contribute to a positive service experience.
The course covers essential service techniques, including basic follow-up procedures and simple service recovery steps, to help manage customer interactions professionally. Learners will also be introduced to the importance of teamwork in creating a customer-centric environment that builds trust and satisfaction
What You'll Learn
LO1 : Develop organizational product and service knowledge to establish customer trust by implementing effective rapport-building techniques.
LO2 : Implement post-sales follow-up and resolve service challenges to enhance customer trust in the organization.
Entry Requirements
Knowledge and Skills
• Minimum 3 GCE ‘O’ Levels Passes including English or WPL Level 5 (Average of Reading, Listening, Speaking & Writing Scores)
Attitude
• Positive Learning Attitude
• Enthusiastic Learner
Experience
• Minimum of 1 year of working experience
Target age group: 21-65 years old