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WSQ Interact with Guests

East Asia Institute of Management (EASB) delivers desired results by identifying and teaching skills, knowledge and behaviors in delivering the training and development needs of employees, jobseekers and individuals locally and globally. This module is designed to provide participants with practical knowledge and skills that will enable them to provide quality service in their interactions with customers at their workplace. Upon completion, participants will be able to improve their interactive skills to levels that are consistent with the national workforce skills standards in order to: Maintain professional appearance and attitudes Provide quality service Address concerns

Methods of Learning

We use a number of experiential methods of learning in this module:

  • Mini-lectures
  • Experiential learning with practical role-plays
  • Exercises and case studies
  • group discussions
Duration

2 days

Competency Elements

Knowledge
1. Maintain professional
appearance and attitude
• Positive attitude
• Behaviours and situations that trigger negative emotional
responses
• Social norms among various cultures
• Importance of not stereotyping customers
• Features of stereotypes that might cause offence
• Personal grooming and hygiene and its importance
• How to maintain poise and posture at work
• Communication techniques
2. Provide quality service • Importance of providing quality service
• Value of customers
• Types of customers, e.g., internal, external
• Expectations of external and internal customers
and other diverse groups of customers
• Concept of moment of truth in relation to customer service
• Role of service professional
• Why guests complain and why they do not
• Products and services offered by organisation
• Communication techniques
3. Address concerns • Importance of addressing concerns
• Problem-solving techniques
• Reporting procedures
• Communication techniques

 

Entry Requirements
Prerequisites
Participants should be able to speak, listen and read English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification (ESS WSQ) Workplace Literacy (WPL) Level 4
OR
GCE 'N' Level with minimum credit in English and Mathematics

Who should attend
Seasoned industry professionals seeking to up-skill their capability New entrants to the industry
Individuals seeking career transition opportunities
 

Our Campus

9 Ah Hood Road
Singapore 329975
Tel: (65) 6252 5500
Email: enquiries@easb.edu.sg

Operation Hours

Monday - Friday
9:00 am - 6:00 pm
Saturday
9:00 am - 1:00 pm
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