WSQMSP: SERVICE INFORMATION AND RESULTS L3: MANAGE SERVICE PERFORMANCE
SERVICE INFORMATION AND RESULTS L3: MANAGE SERVICE PERFORMANCE
Course Duration
Mode of Assessment
Participants would be assessed through learning activities conducted during the programme.
Who Should Attend
Learners in supervisory roles (i.e. Supervisors, Crew / Section / Team Leaders, Assistant Store Managers, Service Team Leaders etc.)
Course Overview
The program will equip participants with the knowledge and application skills to enable and empower service leaders with a systematic approach in managing performances that contribute to the service quality and customer satisfaction within their organisations.
Course Schedule
Next available schedule
Course Objectives
At the end of the programme, participants will be able to:
- Recognise the importance of organisational service standards in attaining service excellence
- Assess gaps between actual service performance and organisational service standards
- Communicate service performance levels to motivate teams to achieve service excellence
- Monitor service performance levels for the effectiveness of actions taken
Pre-requisites
Participants should be able to speak, listen and read English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification (ES WSQ) Workplace Literacy (WPL) Level 4.
Hardware & Software
This course will be conducted as a Virtual Live Class (VLC) via Zoom platform. Participants must own a zoom account and have a laptop or a desktop with “Zoom Client for Meetings” installed. This can be downloaded from https://zoom.us/download.
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System Requirement |
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Must Have: Please ensure that your computer or laptop meets the following requirements.
Good to Have:
Not Recommended: |
Course Outline
1. Organisation Service Standards
In this opening segment, the purpose of organisational service standards and the roles of service leaders in managing service performance are discussed. Knowledge of organisational guidelines, standards and service expectations of the customers are the first steps in successful service performance management.
The following components will be covered:
- Service standards
- Importance of service standards
- Your role in service performance management
2. Service Performance Standards and Gaps
Service performance gaps are scrutinised with reference to case studies and industry examples. The steps for service performance assessment are shared and learning will be enhanced through an application activity.
The following components will be covered:
- Sources of information to review service performance
- Types of service performance gaps
- Steps to assess service performance with accordance to organisational service standards
3. Communicate to Motivate
Team communication is emphasised in this segment specifically in the context of communicating team performances. Learners are encouraged to motivate their teams to achieve service excellence via different platforms and techniques.
The following components will be covered:
- Importance of communicating team performance
- Principles of effective team communication
- Techniques to communicate service performance
- Platforms to communicate service performance
- Methods to motivate your team to achieve service excellence
4. Monitor Service Performance
Regular monitoring of service performance levels is essential to ensure progress and timely corrective actions when needs arise. In this final segment, a monitoring plan is introduced to the service leaders as a useful tool for continuous performance record and supervision. Several methods to confirm the effectiveness of the actions taken is also shared.
The following components will be covered:
- Develop a monitoring plan
- Methods to monitor the effectiveness of actions taken
Certificate Obtained and Conferred by
Participants who have successfully demonstrated competence in all the knowledge and skills requirements in this programme will be awarded a Statement of Attainment (SOA) by SkillsFuture Singapore (SSG). This programme is offered on a modular basis only.
- Mapped to Service Information and Results L3: Manage Service Performance
Additional Details
Medium of Instruction & Trainer
English
Trainer: Trainee Ratio is 1: 24
Price:
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Course Fee and Government Subsidies |
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Individual Sponsored |
Company Sponsored |
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Non-SME |
SME |
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Before GST |
With GST |
Before GST |
With GST |
Before GST |
With GST |
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Full Course Fee
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$380.00 |
$414.20 |
$380.00 |
$414.20 |
$380.00 |
$414.20 |
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For Singapore Citizens aged 39 years and below
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$190.00 |
$224.20 |
$190.00 |
$224.20 |
$114.00 |
$148.20 |
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For Singapore Citizens aged 40 years and above |
$114.00 |
$148.20 |
$114.00 |
$148.20 |
$114.00 |
$148.20 |
Funding Eligibility Criteria:
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Individual Sponsored Trainee |
Company Sponsored Trainee |
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Remarks:
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Individual Sponsored Trainee |
Company Sponsored Trainee |
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SkillsFuture Credit:
UTAP:
PSEA:
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Absentee Payroll (AP) Funding:
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Union Training Assistance Programme (UTAP)
NTUC members enjoy UTAP* benefit of up to $250 each year when you sign up for courses with NTUC LearningHub
* UTAP supports 50% of the course fees paid cap at $250 per year. You must be a union member throughout the course duration and at the time of claim. You must achieve a minimum of 75% attendance for each application and have sat for all prescribed examinations. Other terms and conditions apply.
Terms & Conditions apply. NTUC LearningHub reserve the right to make changes or improvements to any of the products described in this document without prior notice.
Prices are subject to other LHUB miscellaneous fees.
For more information, please contact us at +65 6336 LHUB (5482) or email [email protected]
| Batch ID | Course Period | Course Title | Funding Available |
Duration (Hours) |
Session (Hours) |
Venue | Available Seats |
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