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GEMS Service

Course Dates

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Course Specifications

Course length: 2.0 day(s)

Course Description

Give ‘extra mile service’ to the customers. This workshop focuses on the importance of having the right service mind set and how extra mile service benefits them as well as the organization. 

Course Objective: 

Recognize importance of the ‘people’, ‘process’ and ‘product’ components in the delivery of Service Excellence.

Course Content

Lesson 1: Recognize customers and their needs and expectations
  • Recognize customers, their needs and expectations
  • Identify the types of customers unique to the organization
  • Make a positive impression
  • Put an effort in appearance according to the organization standard
  • Demonstrate service behaviour and project confidence when dealing with customers
Lesson 2: Make a great first impression
 
  • Be on Time
  • Be Yourself, Be at Ease
  • Present Yourself Appropriately
  • Be Open and Confident
  • Assist customers with undivided attention and offer alternatives where applicable
  • Assist the customer with special need
  • Be Courteous and Attentive
Lesson 3: Extra Mile Interactions
 
  • Recognize situations where customers are dissatisfied
  • Monitor actions to ensure that actions do not annoy or cause inconvenience to other customer
  • Handling Difficult Situations
  • Engage customers and provide quality attention and service attitude for excellent services

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