Manage Partnerships for Service Excellence (Service Partnerships)
(Synchronous e-learning) (16 hrs)
Course Code: TGS‐2019504210
This course covers the knowledge and application skills to establish and maintain relationships to enhance service excellence. It involves assessing the effectiveness of service partnerships and implementing continual improvements to strengthen relationships with service partners.
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 : $590.00
Nett Fee Incl. 7% GST : $631.30
Nett Fee after Training Grant* : $100.30 (SMEs) | $391.30 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $100.30
* 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 |
|---|---|
| November 25, 2021 - November 26, 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;
- Establish and maintain relationships with service partners to enhance service excellence
- Assess the performance of service partnerships to identify areas of improvement
- Implement continual improvements to strengthen relationships with service partners
Who Should Attend
This course is suitable for customer experience managers, store/branch managers, heads of departments, and outlet managers.
Programme Outlines
- Establish and maintain relationships with service partners to enhance service excellence
- Identify key partners and their roles in the service supply chain, such as backend support, delivery resources and post-sales logistics
- Update partners on the organisation’s vision, mission, values and service strategy
- Communicate service standards and key performance indicators
- Share industry knowledge and experience with service partners
- Assess the performance of service partnerships to identify areas of improvement
- Deploy key performance indicators such as turnaround time, responsiveness, and quality of products and services
- Collect and review data on key performance indicators, customer feedback, and staff feedback
- Implement continual improvements to strengthen relationships with service partners
- Determine root cause of performance gaps and draft proposals to address these gaps
- Communicate improvement plans and obtain feedback from service partners
- Monitor performance of service partners after implementing continuous improvements
- Understand service partners’ obstacles and share insights on potential collaboration opportunities
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.
