Manage Service Performance
(Service Information and Results)(16 hrs)
Course Code: TGS‐2019504206
This course covers knowledge and application skills in managing service quality and customer satisfaction in an organisation. This involves recognising the importance of the organisation’s service standards, assessing service performance gaps, communicating and monitoring service performance levels.
Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).
Note: Classroom-based training will be conducted through virtual classroom until further notice.
Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm
Course Fee : $430.00
Nett Fee Incl. 7% GST : $460.10
Nett Fee after Training Grant* : $73.10 (SMEs) | $188.10 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $73.10
* 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 |
| December 9, 2021 - December 10, 2021 (9:00 am - 6:00 pm) | 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 importance of organisation’s service standards in attaining service excellence
- Assess gaps between actual service performance and the organisation’s service standards
- Communicate service performance levels to motivate the team to achieve service excellence
- Monitor service performance levels for effectiveness of actions taken
Who Should Attend
This course is suitable for call centre supervisors, crew/section/team leaders, assistant store managers, and supervisors.
Programme Outlines
- Recognise the importance of organisation’s service standards in attaining service excellence
- Understand what is the organisation’s service standards
- Recognise the importance of service standards
- Assess gaps between actual service performance and the organisation’s service standards
- Identify the types of service performance gaps
- Collect service performance data
- Analyse the trends of service performance data
- Compare service performance data with organisation service standards
- Compare service performance data with industry performance data
- Review gaps between actual performance and the set performance level
- Understand the root cause of gaps
- Make improvements to address service performance gaps
- Communicate service performance levels to motivate the team to achieve service excellence
- Identify the sources of information used to review service performance gaps
- Apply the different methods of communication the organisation’s service performance to the team
- Identify appropriate platforms to motivate service teams to uphold organisation service standards
- Apply methods to motivate teams to achieve service excellence
- Monitor service performance levels for effectiveness of actions taken
- Collect customer feedback on actions taken
- Compare service performance gaps before and after actions taken
Methodologies
Participants will undergo experiential learning through mini-lectures, group discussions, role-plays, quizzes, videos, and case studies.
