Implement Operations for Service Excellence (Service Planning and Implementation)
(Synchronous e-learning) (16 hrs)
Course Code: TGS‐2019504290
This course covers knowledge and application skills in the delivery of service excellence by utilising organisational service operations resources. It involves the use of effective teamwork to perform service operations in accordance with organisation’s guidelines and escalating service performance issues.
Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).
Note: This is an online course
Course Details
Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm
Course Fee : $310.00
Nett Fee Incl. 7% GST : $331.70
Nett Fee after Training Grant* : $52.70 (SMEs) | $83.70 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $52.70
* Please click HERE for detailed information on course fee funding schemes, SkillsFuture credit, and a complete listing of funded courses. This course is eligible for use of SkillsFuture credit.
Course Application
| Date | Details |
|---|---|
| October 28, 2021 - October 29, 2021 (9:00 am - 6:00 pm) Online LIVE stream via Zoom |
Open for registration (Fill in the enquiry form to know more) |
Key Takeaways
Upon completion of this workshop, participants will be able to;
- Recognise the role that one plays in the service value chain
- Acquire information commonly sought by organisation’s customers
- Deliver service as part of a team according to the organisation’s service standard
- Escalate service performance issues that affect the organisation’s service standards
Who Should Attend
This course is suitable for customer-facing staff, customer service representatives, call centre officers, store advisors, and service crew.
Programme Outlines
- Recognise the role that one plays in the service value chain
- Understand what is a service value chain and recognise one’s role in it
- Know the importance of one’s role in delivering service to customers, individually or as a team member
- Acquire information commonly sought by organisation’s customers
- Identify the information commonly sought by the organisation’s customers
- Know where to acquire the commonly sought information
- Deliver service as part of a team according to the organisation’s service standards
- Understand and apply the principles of effective team communication as part of a team to deliver service
- Know why and how to deliver service with alignment to organisation’s service standard
- Apply effective communication skills when delivering service to customers
- Escalate service performance issues that affect the organisation’s service standards
- Know the types of service performance issues
- Know when and how to escalate service performance issues through appropriate channels
Methodologies
The course will be conducted through online LIVE streaming via Zoom. Participants will undergo experiential learning through mini-lectures, group discussions, role-plays, quizzes, and videos.
