Get ready for five days of intensive experiential learning through service-in-action activities and role-playing in addition to classroom theory learning. Thereafter, be certified as a service professional and embark on exciting opportunities in the tourism and service-related sectors.
Aimed at instilling service mind and developing portable service skills, the Certified Service Professional programme has five distinctive features:
5 Distinctive Features
- Develop a service mindset
Learn how to develop a positive mindset towards service
- Intensive experiential learning
Gain better understanding of the work of service professionals through a fun workshop
- Employment relevance
Benefit from real-life service applications and the experiences of service award-winners
- Recognised qualifications
Pass the rigorous tests and acquire nationally recognized qualifications
- Commitment to service excellence
Pledge your commitment to service excellence as a Certified Service Professional
Course Overview
| Key Objectives |
Key Topics |
1. Develop the mindset & passion of an excellent service professional |
- Think like a service professional
- Get ready to create memorable moments
- Put up a great show
|
2. Know your products, customers and organisation |
- Know your products and services
- Know your customer requirements
- Know your organisation's systems and standards
|
3. Make every encounter a GEMS moment |
- Deliver the 10 GEMS
- Go the extra mile
- Handle service breakdowns & recovery
|
4. Work with your colleagues to delight customers |
- Resolve team problems
- Communicate with team members
|
5. Invite your customers to come back |
- Build customer loyalty
- Utilise customer records
|
6. Keep improving your service |
- Seek customer feedback & improve service
|
Duration
5 Days
Benefits
Provides you the first step to:
- Enrol in tourism and service-related industry Workforce Skills Qualifications training programmes
OR
- Take on exciting service career opportunities