WSQIOSE: SERVICE PLANNING AND IMPLEMENTATION L1: IMPLEMENT OPERATIONS FOR SERVICE EXCELLENCE
SERVICE PLANNING AND IMPLEMENTATION L1: IMPLEMENT OPERATIONS FOR SERVICE EXCELLENCE
Course Duration
Mode of Assessment
Participants would be assessed through course assessment exercises.
Who Should Attend
Frontline Staff (i.e. customer service representatives, store advisors, service crews, etc) dealing with internal or external customers.
Course Overview
To consistently exceed customers’ expectations, service professionals need to understand their role and the impact they have on the service value chain. In this programme, participants will learn how to enhance their service capabilities and deliver customer service that is aligned with the organisation’s service standards. This will help to create a strong sense of personal ownership and commitment to deliver and excellent service experience.
Courses Schedule
Next available schedule
Course Objectives
At the end of the programme, participants will be able to :
- Recognise the role that he/she plays in the service value chain
- Prepare and equip themselves with information commonly sought by their organisations customers
- Deliver service as part of a team according to the organisations’ service standards
- Escalate service performance issues that affect the organisation’s service standards
Pre-requisites
Participants should 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 (WPL) Level 3.
Course Outline
1. My role in the service team
Participants will be engaged in a learning activity that focuses on the inter-connectivity of customer-service related activities in the service value chain. With this holistic perspective, participants will better understand the causal relationships and the impact of their behaviours on the entire service value chain. Participants will also learn how to use customer touch point in the service blueprint to identify their service roles and responsibilities at their workplace.
2. My role during the service delivery
In this segment, participants will learn how to use positive communication skills to engage and connect with customers, Participants are required to have good knowledge of product and service offerings and a sounds understanding of customers’ needs, wants and expectations. Participants will learn to identify the profile of their customers, and to then provide them with customised and personalised solutions.
3. My role in addressing service issues
Participants will learn how to spot opportunities where they can personally play a part to assist customers in challenging situations. They will also learn to recognise service issues where escalations are required and apply the “5A” concept to escalate to the relevant person in a timely manner.
Certificate Obtained and Conferred by
Participants who have successfully demonstrated competence in all the knowledge and skills requirements in this programme will be awarded with a Statement of Attainment (SOA) by SkillsFuture Singapore (SSG). This programme is offered on a modular basis only.
- Mapped to Service Planning and Implementation L1: Implement Operations for Service Excellence
Fees and Funding
Medium of Instruction & Trainer
English
Trainer: Trainee Ratio is 1: 24
Additional Note
– Important Note –
Transition of Service Excellence Competency Framework (SVCF) WSQ to Skills Framework (SF)
Transition period is 18 months from 1 April 2020 to 30 September 2020
From 1 April 2019, the Service Excellence Competency Framework (SVCF) WSQ will be transited to the Skills Framework Construct
- Each SVCF Skills Standard (SS) is mapped to a Technical Skills and Competencies (TSC) across Retail (SF), at the corresponding levels. Following the transition, all SOAs will reflect the respective TSC titles and Proficiency levels instead of the SVCF WSQ SS titles.
- Existing SVCF WSQ qualification titles and modules bundling will be retained
- Trainees who have commenced studies of qualification programmes accredited to SS are to complete the programmes within the 18-month transition period. Trainees will be awarded qualifications based on existing SS codes
- LHUB will offer SVCF WSQ modules (SS) till 30 June 2020
- LHUB will offer SVCF (SF) modules under SFw from 1 July 2020 onwards
- There should not be any WSQ courses based on SS from SVCF WSQ Framework from 1 October 2020
- For more information, visit SSG Website: www.ssg.gov.sg/wsq/industry-and-Occupational-Skills/ServiceExcellence-Competency-Framework.html
Price
| Individual Sponsored | Non-SME | SME | ||||
| w/o GST | w GST | w/o GST | w GST | w/o GST | w GST | |
| Original Course Fee | $330.00 | $353.10 | $330.00 | $353.10 | $330.00 | $353.10 |
| Singapore Citizens & PRs aged 21 years and above | $66.00 | $89.10 | $66.00 | $89.10 | $33.00 | $56.10 |
| Singapore Citizens aged 40 years and above | $33.00 | $56.10 | $33.00 | $56.10 | $33.00 | $56.10 |
^Applicable for Singapore Citizen ABOVE 21 yrs & BELOW 40 yrs old / Singapore PRs. For more information, please contact us at +65 6336 LHUB (5482) or email [email protected].
When you sign in to your SkillsConnect account, please use the course reference number CRS-Q-0040336-RET to find this course.
Terms and conditions apply. NTUC LearningHub reserve the right to make changes or improvements to any of the products described in this document without prior notice.
Prices are subject to other LHUB miscellaneous fees.
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