Implement Operations for Service Excellence

Course details

This unit 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.

Key Benefits

• 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

Course Contents

• 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 standards
• Escalate service performance issues that affect the organisation’s service standards

Learning Methodology

To enable participants to learn and practice the concepts and skills taught during the programme, these experiential methods of learning will be applied:

• Mini-lectures
• Group discussions
• Role-plays
• Quizzes
• Videos

Participants are required to undertake assessments which may take the form of:

• Learning journal
• Role-play
• Oral question
• Participants who fulfill all requirements will receive a Statement of Attainment (SOA) issued by the Singapore Workforce Development Agency (WDA).

Who Should Attend

• Customer-facing staff
• Customer Service Representatives
• Call Centre Officers
• Store Advisors
• Service Crew