Course Outline for Service Quality Training

Course Duration: (40h) 12 h classroom lesson & 28 h Assignments

Who to attend: Frontline (service) staff

Course Objective: At the end of the training course, participants will be able to:

  1. Meet customer’s changing and increasing expectations
  2. Improve the quality of service
  3. Learn the importance of and methods to greet customers
  4. Perform Suggestive Selling and anticipate customer needs
  5. Handle Customer Complaints
  6. Master Good Listening Tips
  7. Perform Service Recovery


SESSION ONE

1. Service Quality Awareness

2. Up your service

3. Managing Customer Expectations

4. Assignment 1

SESSION TWO

1. Greeting Customers

2. Practical Role-Play

3. Suggestive Selling

4. Anticipating Customer Needs

5. Assignment 2

SESSION THREE

1. Handling Customer Complaints & Service Recovery

2. Practical Role-Play

3. Feedback