Service Culture - Going Beyond Lip Service (CSI3004)
What Is It?
This course will equip participants with the knowledge and skills to build a client-focused service culture within their organizations.
Participants and customer service practitioners who are interested to develop and establish a customer service culture within their areas of work and elevate service standards for their customers.
What took place?
At the end of this course, you will be able to:
- Identify the organisation’s customers (internal & external) in the value chain.
- Describe roles and responsibilities of a representative of a service team.
- Explain the rationale for good service.
- Explain the importance of continuous improvement of a strong service culture.
- Prepare a customer service vision & philosophy model.
- Identify contributing factors to customer dissatisfaction.
- Identify suitable techniques and strategies for handling difficult customer situations.
- Explain the concept of a service guarantee.
- Explain elements of service recovery strategies.
- Distinguish excellent service from good service.
- Combine integrated and innovative techniques in service to improve business.
- Propose ways to say “no” to customers in the right way.
Awarding Institution
Temasek SkillsFuture Academy, Temasek Polytechnic
Which award did I get?
Certificate of completion
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