Professional Service Certification Course (PSCC)

Professional Service Certification Course

1.       Enhance Service Awareness:
Help participants recognize the importance of high-quality service and cultivate a service-oriented mindset.

2.       Master Professional Skills:
Teach fundamental service skills and techniques to ensure service quality.

3.       Strengthen Customer Relationship Management Abilities:
Improve participants' communication skills and relationship management techniques with clients.

4.       Promote Teamwork and Leadership:
Develop participants' teamwork capabilities and leadership potential to elevate overall service standards.

 

 

Remarks:

Completion of the required hours and passing assessments are necessary to obtain the NAEI course certificate.

 

Course Module and Content Overview

 

Module 1: Service Awareness and Attitude

         Definition and importance of service, cultivating service attitudes, building a service culture.

 

Module 2: Professional Service Skills

         Customer reception and communication skills, service processes and standards, problem-solving and complaint management.

 

Module 3: Customer Relationship Management

         Analyzing customer needs, communication and interaction, enhancing customer loyalty.

 

Module 4: Teamwork and Leadership

         Team building and collaboration, leadership development, cross-departmental cooperation.

 

Assessment and Reflection

Evaluation assessments, practical exercises, reflection and sharing. Detailed Course Content and Schedule:

 

Module 1: Service Awareness and Attitude

Course Content:

Definition and Importance of Service:

Explore the concept, types, and role of service in the hospitality industry.

Cultivating Service Attitudes:

Discuss the impact of a positive service attitude on customer experience and how to maintain a good attitude under pressure.

Building a Service Culture:

Learn how to create a positive service culture within a hotel to enhance employee service awareness.

 

Module 2:

 Professional Service Skills

Course Content:

Customer Reception and Communication Skills:

Learn effective techniques for welcoming customers, including greetings, introductions, and addressing customer needs.

Service Processes and Standards:

Discuss how to design service content and processes, including service preparation, delivery, quality control, and continuous improvement.

Problem-Solving and Complaint Management:

Provide techniques and strategies for handling customer complaints and effectively resolving issues to improve customer satisfaction.

 

Module 3: Customer Relationship Management

Course Content:

Customer Needs Analysis:

Learn how to identify and understand customer needs and expectations.

Communication and Interaction:

Explore effective communication skills, including listening, feedback, and non-verbal communication.

Enhancing Customer Loyalty:

Introduce methods for increasing customer loyalty through personalized service and customer care.

 

Module 4: Teamwork and Leadership

Course Content:

Team Building and Collaboration:

Learn how to build an effective team by defining team goals and roles.

Leadership Development:

Discuss the qualities of effective leaders and how to motivate team members to enhance team performance.

Cross-Departmental Cooperation:

Emphasize collaboration between different departments and how to achieve information sharing and resource integration.

 

Assessment and Reflection

Course Content:

Class Participation:

Active participation, discussion, and interaction in the classroom.

Group Assignments:

Conduct group assignments at the end of each module, submitting service improvement plans or case analyses.

Final Project:

Each participant must independently or collaboratively complete a comprehensive project, including planning a complete exhibition scheme that covers planning, execution, and evaluation aspects.

   Reflection and Sharing:

Engage in reflection and share insights gained throughout the course.

 

 

Course Delivery Institute

MACAU MILLENNIUM COLLEGE

ADDRESS：Alameda Dr. Carlos d’Assumpção No. 255

China Civil Plaza 8- andar, Macau

TEL：(853) 2878 8186

FAX：(853) 2878 8246

E-MAIL：info@mmc.edu.mo