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Strategise Workforce for Service Excellence
(People and Relationship Management)(16 hrs)

Course Code: TGS‐2019504253

Businesses looking to gain lasting competitive advantage are increasingly turning to create a differentiated customer experience. Effective customer interactions are hard to replicate and serve to increase customer loyalty.

Engineering service excellence involves more than just front-line customer service delivery. Strategising your entire workforce for service excellence is the way to go. Learn to develop a customer-oriented, service strategy aligned with your organisation’s service intent, goals and business needs.

Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).

Note: This is an In-Company training. 

Course Details

Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm

Course Fee : $690.00
Nett Fee Incl. 7% GST : $738.30
Nett Fee after Training Grant* : $117.30 (SMEs) | $498.30 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $117.30

* 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

Contact us for more information. 

Key Takeaways

Upon completion of this workshop, participants will be able to;

  • Gain knowledge and application skills to manage the service workforce within the organisation
  • Establish the organisation’s talent management strategy for the service workforce
  • Develop strategies to enhance productivity and engage staff

Who Should Attend

This course is suitable for vice presidents, customer experience directors, regional directors, and marketing and communications directors.

Programme Outlines

  1. Establish a talent management strategy which is aligned with the organisation’s vision, mission and values to achieve service excellence
    • Create a talent management strategy that enhances business performance, employee retention and employee engagement, with components such as manpower resource planning, recruitment strategies, learning and development management, staff performance and rewards management, and staff engagement strategies
  2. Establish strategies to enhance the productivity of the service workforce
    • Implement strategies to enhance workforce productivity using process improvement approaches, job re-design, and training
  3. Review talent management strategy to meet the diverse and changing needs of the organisation
    • Evaluate existing talent management strategies to assess whether they are in line with organisational criteria

Methodologies

Participants will undergo experiential learning through mini-lectures, group discussions, role-plays, quizzes, and videos. 

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