WSQIOSE: SERVICE PLANNING AND IMPLEMENTATION L1: IMPLEMENT OPERATIONS FOR SERVICE EXCELLENCE
SERVICE PLANNING AND IMPLEMENTATION L1: IMPLEMENT OPERATIONS FOR SERVICE EXCELLENCE
Course Duration
Mode of Assessment
Participants would be assessed through course assessment exercises.
Who Should Attend
Frontline Staff (i.e. customer service representatives, store advisors, service crews, etc) dealing with internal and/ or external customers.
Course Overview
It is vital for service professionals to consistently exceed your customers’ expectations and to understand their role and the impact they have on the service value chain.
This program will help participants learn how to enhance their service capabilities and deliver customer service that is aligned with the organisation’s service standards. This will help to create a strong sense of personal ownership and commitment to deliver and excellent service experience.
Next available schedule
Course Objectives
At the end of the programme, participants will be able to :
- Recognise the role that he/she plays in the service value chain
- Prepare and equip themselves with information commonly sought by their organisations customers
- Deliver service as part of a team according to the organisations’ service standards
- Escalate service performance issues that affect the organisation’s service standards
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 3.
Course Outline
1. My role in the service team
Participants will be engaged in a learning activity that focuses on the inter-connectivity of customer-service related activities in the service value chain. With this holistic perspective, participants will better understand the causal relationships and the impact of their behaviours on the entire service value chain. Participants will also learn how to use customer touch point in the service blueprint to identify their service roles and responsibilities at their workplace.
2. My role during the service delivery
In this segment, participants will learn how to use positive communication skills to engage and connect with customers, Participants are required to have good knowledge of product and service offerings and a sounds understanding of customers’ needs, wants and expectations. Participants will learn to identify the profile of their customers, and to then provide them with customised and personalised solutions.
3. My role in addressing service issues
Participants will learn how to spot opportunities where they can personally play a part to assist customers in challenging situations. They will also learn to recognise service issues where escalations are required and apply the “5A” concept to escalate to the relevant person in a timely manner.
Certificate Obtained and Conferred by
Participants who have successfully demonstrated competence in all the knowledge and skills requirements in this programme will be awarded with a Statement of Attainment (SOA) by SkillsFuture Singapore (SSG). This programme is offered on a modular basis only.
- Mapped to Service Planning and Implementation L1: Implement Operations for Service Excellence
Upon meeting at least 75% attendance and passing the assessment(s), participants will receive a Certificate of Completion from NTUC LearningHub.
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 |
After GST |
Before GST |
After GST |
Before GST |
After GST |
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Full Course Fee |
$330.00 |
$359.70 |
$330.00 |
$359.70 |
$330.00 |
$359.70 |
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For Singapore Citizens aged 39 years and below |
$165.00 |
$194.70 |
$165.00 |
$194.70 |
$99.00 |
$128.70 |
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For Singapore Citizens aged 40 years and above |
$99.00 |
$128.70 |
$99.00 |
$128.70 |
$99.00 |
$128.70 |
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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- 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.
- When you sign into your Skills passport account, please use the course reference number - TGS-2019504943 to find this course.
- For more information, please contact us at +65 6336 LHUB (5482) or email [email protected]
| Batch ID | Course Period | Course Title | Funding Available |
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