Manage Service Performance (Service Information and Results)
Course Code: SC3-MSP-S
In-Company Training
This course covers knowledge and application skills in managing service quality and customer satisfaction in an organisation. This involves recognising the importance of the organisation’s service standards, assessing service performance gaps, communicating and monitoring service performance levels.
- Recognise the importance of organisation’s service standards in attaining service excellence
- Assess gaps between actual service performance and organisation’s service standards
- Communicate service performance levels to motivate team to achieve service excellence
- Monitor service performance levels for effectiveness of actions taken
Recognise the importance of organisation’s service standards in attaining service excellence
- Understand what is the organisation’s service standards
- Recognise the importance of service standards
Assess gaps between actual service performance and organisation’s service standards
- Identify the types of service performance gaps
- Collect service performance data
- Analyse the trends of service performance data
- Compare service performance data with organisation service standards
- Compare service performance data with industry performance data
- Review gaps between actual performance and the set performance level
- Understand root cause of gaps
- Make improvement to address service performance gaps
Communicate service performance levels to motivate team to achieve service excellence
- Identify the sources of information used to review service performance gaps
- Apply the different methods to communication the organisation’s service performance to the team
- Identify appropriate platforms to motivate service teams to uphold organisation service standards
- Apply methods to motivate teams to achieve service excellence
Monitor service performance levels for effectiveness of actions taken
- Collect customer feedback on actions taken
- Compare service performance gaps before and after actions taken
Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, videos, and case studies.
This course is suitable for call centre supervisors, crew / section / team leaders, assistant store managers, and supervisors.
Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm
| Fees | Individuals | |||
| Total Nett Fee | $520.00 | |||
| Add: GST @ 9% of Course Fee | $46.80 | |||
| Total Fee Payable to SQC | $566.80 | |||
Contact us for more information.
- Recognise the importance of organisation’s service standards in attaining service excellence
- Assess gaps between actual service performance and organisation’s service standards
- Communicate service performance levels to motivate team to achieve service excellence
- Monitor service performance levels for effectiveness of actions taken
Recognise the importance of organisation’s service standards in attaining service excellence
- Understand what is the organisation’s service standards
- Recognise the importance of service standards
Assess gaps between actual service performance and organisation’s service standards
- Identify the types of service performance gaps
- Collect service performance data
- Analyse the trends of service performance data
- Compare service performance data with organisation service standards
- Compare service performance data with industry performance data
- Review gaps between actual performance and the set performance level
- Understand root cause of gaps
- Make improvement to address service performance gaps
Communicate service performance levels to motivate team to achieve service excellence
- Identify the sources of information used to review service performance gaps
- Apply the different methods to communication the organisation’s service performance to the team
- Identify appropriate platforms to motivate service teams to uphold organisation service standards
- Apply methods to motivate teams to achieve service excellence
Monitor service performance levels for effectiveness of actions taken
- Collect customer feedback on actions taken
- Compare service performance gaps before and after actions taken
Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, videos, and case studies.
This course is suitable for call centre supervisors, crew / section / team leaders, assistant store managers, and supervisors.
Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm
| Fees | Individuals | |||
| Total Nett Fee | $520.00 | |||
| Add: GST @ 9% of Course Fee | $46.80 | |||
| Total Fee Payable to SQC | $566.80 | |||
Contact us for more information.
