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

Services

Academy

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 personality of a service professional

1.2 Outstanding service 

1.3  The Importance of Outstanding Service 

1.4  Method of exceeding customer expectations

Module/Performance Statement 2: Recognise the diverse range of customers and their needs and expectations

2.1 Identify types of internal and external customers

2.2 Identify customers with special needs

2.3 Understand customer needs and expectations

Module/Performance Statement 3: Create a positive customer experience by offering customized and personalized service in accordance with organisation guidelines

3.1 Provide a positive customer experience

3.2 Determine appropriate service delivery methods and personalize customers

Module/Performance Statement 4: Escalate feedback on areas of improvement to enhance the customer experience

4.1 Clearly identify areas that need improvement to enhance customer experience

4.2 Identify methods that need to be improved to enhance customer experience