SVCF WSQ - Implement Operations for Service Excellence

Course details

Course Introduction

This WSQ course 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.

Upon successful completion of the workshop, participants will be awarded with a Statement of Attainment (SOA) issued by the Singapore Workforce Development Agency.

Upon successful completion of the workshop, participants will be awarded with a Statement of Attainment (SOA) issued by the Singapore Workforce Development Agency.

Course Objectives

1. Recognise the role that one plays in the service value chain
2. Acquire information commonly sought by organisation’s customers
3. Deliver service as part of a team according to the organisation’s service standards
4. Escalate service performance issues that affect the organisation’s service standards

Course Outline

Importance of one’s role in the service value chain

• One’s role in the service value chain may involve delivering service to customers by working with teams, other departments within the organisation or service partners

Sources of information commonly sought by organisation’s customers eg: product catalogues, database of product or service offered & more

Principles of effective team communication

• respecting persity in all communication with colleagues, communicating constructively to develop and maintain effective relationships, mutual trust and confidence & more

Organisation’s service standards

• An organisation’s service standards may be defined as the commitment to a level of service performance that an organisation’s customers can expect.

Effective communication skills

• using customer-friendly language that is positive, open and inclusive language & more

Types of service performance issues eg product failure, long wait times for service & more

Organisation’s service escalation process eg standard operating procedures & more

Who Should Attend

Call Centre Supervisors, Crew / Section / Team leaders, Assistant Store Managers, Supervisors, Service Team Leaders