WSQ Service Excellence - Provide GEMS Service - Civil Service ...

SERVICE EXCELLENCECourse Code: GEM34WSQ Service Excellence - Provide GEMSService

YoyCourse Code: GEM34EQUIPyour mind to stay on top of thingsSince GEMS (Going the Extra Mile for Service) was launched in 2005, many officers have realised the importance ofgoing beyond their required service level to win customers back to their organisation.​You will have an overview of GEMS and why it is important to develop the right service mindset in the Public Servicecontext. You will be shown how to demonstrate professionalism by creating great first impressions and projectconfidence when handling customers. You will also learn to identify customers’ needs and create a positive experiencefor the customer. What’s more, you will also learn to apply effective communication techniques to respond to thecustomer and be guided to develop an action plan to provide GEMS service.ObjectivesBy the end of this course, you will be able to:• Understand GEMS and develop the right servicemindset• Recognise the importance of GEMS and Public ServiceCARE values to the organisation and individual• Demonstrate professionalism by creating great firstimpressions• Project confidence when dealing with customers• Identify customers’ needs and create a positiveexperience for the customer• Apply effective communication techniques to respondto the customer• Develop an action plan for providing GEMS ServiceOutline• Prepare for Extra Mile Service- Importance of GEMS- Three pillars of service excellence- Benefits of GEMS- Quality of a service professional and Public ServiceCARE values- Project confidence when dealing with customersthrough verbal and non-verbal communication• Go Beyond First Impressions- Moment of truth- Understanding customers’ needs- Creating positive customer experience• Go the Extra Mile Interactions- Handling dissatisfied customers- Demonstrating GEMS serviceWho Should AttendYou are a Div 3 – 4 officer who is a customer servicerepresentative, call centre representative, personalassistant, telephone operator, or wish to masteressential telephone techniques.Fee$342.40 per participant (inclusive of 7% GST of $22.40).Absentees will be charged the full fee.For more information on subsidies, please refer to:• Skills Development Fund (SDF) atwww. skillsconnect.gov.sg• Workfare Training Support (WTS) Scheme atwww.wda.gov.sgAll SDF/WTS applications must be submitted uponconfirmation of class via Skills Connect portal.Agencies have up to 30 days from course start date tosubmit the SDF/WTS applications. WDA shall not beobliged to accept any claims made after the expiry oftime period.RegistrationNominations should be made through the course’swebpage at www.cscollege.gov.sg or Learning@Gov.Terms and conditions apply.VenueCivil Service College31 North Buona Vista RoadSingapore 275983(Venue confirmation is upon receipt of CoursePlacement Letter)Contact UsFor more information and the latest course dates,please refer to www.cscollege.gov.sg.6874 1733cscollege@cscollege.gov.sgwww.facebook.com/CivilServiceCollegeSingaporeDuration16 hoursEQUIP • CONNECT • EXPLORE • CREATEInformation is correct at time of publication.