Course details
This programme covers knowledge and application skills in the effective management of resources, along with the use of organisational guidelines to manage service operations. It involves recognising resources and implementing service operations to achieve service excellence, resolving performance issues and monitoring feedback from customers.
The programme covers:
- 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 and team on service operations
The main target audience are for Call Centre Supervisors, Crew / Section / Team Leaders, Assistant Store Managers, Supervisors, Service Team Leaders.
This is one of the core modules leading to the WSQ Advanced Certificate in Service Excellence (Level 3).
Entry Requirements
- Be able to speak, listen and read English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification (ES WSQ) Workplace Literacy Level 4.
- Have 2 years of supervisory experience in a service-related capacity.
Course Location
About Singapore Institute Of Retail Studies
The primary mission of SIRS is to provide quality and market driven holistic training solutions through the national Workforce Skills Qualifications (WSQ) programmes in Retail, Service Excellence, Productivity and Business Management to enhance the skills and employability of the Retail and Service workforce in Singapore.
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