Provide Go-the-Extra-Mile Service

Course Overview

This skill describes the ability to provide go-the-extra-mile service to exceed customer expectations and create a positive customer experience. It also includes demonstrating the qualities and characteristics of a service professional and escalating feedback on areas of improvement to enhance the customer experience.

Learning Outcomes

By the end of the course, participants will be able to acquire the following learning outcomes:

Knowledge

  • Positive qualities and characteristics of a service professional in hospitality context
  • Importance of go-the-extra-mile for service to oneself and the organisation

Skills

  • Presenting oneself professionally to create positive first impression
  • Anticipating customers’ needs and expectations
  • Delivering appropriate service and sought-after information required by customers

Attitude

  • Empathise with customers’ needs to exceed customers’ expectations to create a positive customer experience
  • Demonstrate customer-friendly communication principles in go-the-extra-mile interactions with customers
Course Structure

Course Duration

Total Duration – 20 hours:

  • Classroom Training – 14 hours
  • Assessment – 2 hours
  • E-learning – 4 hours

Methodology

Lecture, discussion, e-learning, online discussions and case studies

Assessment

Written assessment(s) with learning reflections; and minimum 75% attendance 

Certificate

Upon successful completion of the programme, participants will receive a Statement of Attainment issued by SkillsFuture Singapore (SSG)

Course Outline
  1. Why Service Matters
    a) Ordinary vs. Excellent Service
    b) The Customer Experience
    c) Perceptions and Expectations of Service
  1. Understanding the Customer
    a) Types of Customers/Guests

    1. i. Internal/External
    2. ii.Range of Customers
  1. b) Needs, Wants and Expectations
    c) Factors Affecting Customers’ Perception of Service

    1. iii. The Service Provider
    2. iv. The Facilities
    3. v. The Products & Services
  1. The Service Professional
    a) Qualities and Characteristics
    b) Attitudes and Mindsets
    c) Professional Etiquette
    d) Professional Presence
    e) Being the Service Professional

    1. vi. Self-improvement
      • Strengths and Weaknesses
      • Learning mindset
      • Open-mindedness
    1. vii. Self-reflections
      • Continuous Improvement
      • Feedback from others
    1. viii. Ethical Behaviours
      ix. Working with Co-workers
      t
  2. Delivering the Go-the-Extra-Mile Service
    a) Creating the ‘Go-the-Extra-Mile Service’ Experience

    1. x. Personalisation
      xi. Immediacy
      xii. Consistency
      xiii. Anticipatory

    b) Guest Engagement through the Art of Communication
    c) Enhancing the Customer Experience

    1. xiv. Up-selling & Cross-selling
      xv. Customer Feedback
Course Fee
Apply Upselling and Suggestive Selling Techniques Singaporean/ Singapore PR International
Full Course Fee
(Before GST)
$432.00 $432.00
7% GST on Full Course Fee $ 30.24 $ 30.24
Full Course Fee, incl. GST $462.24 $462.24
1,2,3SSG Grant $340.00 N.A.
Total Nett Course Fee Payable, incl. GST $122.24 N.A.
2,3,4Additional Funding if eligible under Mid-Career Enhanced Subsidy (MES) / Enhanced Training Support for SME2 $ 48.80 N.A.
Total Nett Course Fee Payable, incl. GST, after MES/ SME2 $ 73.44 N.A.
2,3,5Additional Funding if eligible under Workfare Training Support (WTS) $ 70.40 N.A.
Total Nett Course Fee Payable, incl. GST, after WTS funding $ 51.84 N.A.

¹Singaporeans and Singapore PRs who are aged above 21 years old will be eligible for up to 80% SSG funding. Absentee payroll may be claimable as well.

²Companies need to log-in to www.skillsconnect.gov.sg for application of all SSG funding and subsidy.

³All SSG funding and subsidy are subjected to SSG’s prevailing corporate policies and final approval.
Companies and individuals are liable for the full course fee in the event that the SSG funding and subsidy are not approved.

⁴The SkillsFuture MES is for Singaporeans aged 40 years old and above.

⁵WTS Funding is for Singaporeans who are aged 35 years old and above (or 13 years and above for Persons with Disabilities) earning a monthly income of not more than $2,000.


Continuing Education
and Training

Tel: 6415 3513 / 514 / 590 / 508 / 547 / 531
Email: cet@shatec.sg