Going the Extra Mile Service ( GEMS)
Target Group : Hoteliers, Food & Beverage Service Crew , Customer Service Representatives, Call Centre Officers, Retail staff and all Customer-facing Staff
This course addresses the knowledge and application skills in equipping service staff with the mindset to go the extra mile in providing excellent service. It involves demonstrating the qualities and characteristics of a service professional, creating a positive customer experience by offering customised and personalised service, and escalating areas of improvement that may enhance the customers’ experience.
Module/Performance Statement 1: Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations.
1.1 Qualities and Characteristics of a service professional
1.2 Go-the-extra-mile service
1.3 Importance of Go-the-extra-mile service
1.4 Methods to exceed customer expectation
Module/Performance Statement 2: Recognise the diverse range of customers and their needs and expectations
2.1 Identify the types of internal and external customer
2.2 Identify customers with special needs
2.3 Know customer needs and expectation
Module/Performance Statement 3: Create a positive customer experience by offering customized and personalized service in accordance with organisation guidelines
3.1 Deliver a positive customer experience
3.2 Identify methods to offer customized and personalized service
Module/Performance Statement 4: Escalate feedback on areas of improvement to enhance the customer experience
4.1 Identify areas of improvement to enhance the customer experience
4.2 Identify methods to escalate areas of improvement to enhance customer experience
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