Courses

Non WSQ Courses

EFFECTIVE TELEPHONE SKILLS

Content Outline

  • Relate the link between Customer Service and the telephone
  • Use appropriate answering scripts to answer internal and external calls
  • Execute a connected call
  • Transfer a call
  • Take and pass messages
  • End the call professionally
  • Handle difficult callers

Course Duration
4 hours (AM)

Fee
SGD 100.00 + 7% GST

SUPERVISING FOR RESULTS

Content Outline

  • Recognise the different roles and character traits of an effective supervisor
  • Develop teamwork and apply the principles and techniques of supervision
  • Adopt different strategies to manage different behaviours of each stage of team development
  • Adopt a systematic approach to deal with complex issues and make sound decisions individually and in a group
  • Understand the attributes and behaviours to be effective in leading change
  • Learn and apply the model of a coach manager

Course Duration
2 days (16 hours) 

Fee
SGD 370 + 7% GST

SERVICE RECOVERY

Upon completion of the programme, participants will be able to apply service recovery strategy and techniques to handle guest complaints as well as take on a systematic approach to prevent service lapses.

Content Outline

  • Getting started
  • Service lapses
  • Service recovery strategy and techniques
  • Preventing service lapses
  • Committing to service lapses prevention and recovery

Course Duration
1 day (8 hours)

Fee
SGD 250.00 + 7% GST

GUEST SERVICE INTERACTIVE SKILLS

This programme is designed to be a short role-play intensive workshop that covers different aspects of the duties of a guest service agent. This includes grooming standards, decorum and how to communicate and interact with guests in various situations.

Content Outline

  • Creating a positive first impression
  • Importance of delivering excellence service
  • Communicating with guests
  • The Art of Service
  • Managing Challenging situations

Course Duration
1 day (8 hours)

Fee
SGD 250.00 + 7% GST