Manage Operations for Service Excellence

Course details

This course aims to impart learners with the knowledge and skills to manage service operations. It involves identifying resources required, resolving performance issues, to implementing feedback monitoring process, aimed at achieving service excellence.

Target Audience:

This course is for supervisors and team leaders from various service industry sectors. However, it is recognised that service is extended not just to external customers but internal customers as well. 

What You Will Learn:

• Recognise resources required for service operations in accordance to the organisation’s service operations plan
• Implement service operations to achieve service excellence in accordance to organisation’s service operations plan
• Resolve performance issues within one’s limits of authority that may occur during service operations
• Monitor feedback from customers & team on service operations

Methodology: Mini lectures, interactive activities, group / inpidual exercises, role-plays, independent learning sessions & mutual sharing / feedback sessions 

Requirements: Employability Skills WSQ – Workplace Literacy Level 4 / O-Level English AND

• 1 year of working experience in a supervisory role (preferably in the service sector) OR
• 3 years of working experience in the service sector (non-supervisory)

Teacher & Student Ratio: 1:25 (maximum capacity)