implement operations for service excellence

Implement Operations for Service Excellence (Service Planning and Implementation) (Synchronous e-learning) (16 hrs)

Course Code: CRS-Q-0039673-RET

*Online Course*

This 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.

Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).

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

Recognise the role that one plays in the service value chain

  • Understand what is service value chain and recognise one’s role in it
  • Know the importance of one’s role in delivering service to customers, individually or as a team member

Acquire information commonly sought by organisation’s customers

  • Identify the information commonly sought by the organisation’s customers
  • Know where to acquire the commonly sought information

Deliver service as part of a team according to the organisation’s service standards

  • Understand and apply the principles of effective team communication as part of a team to deliver service
  • Know why and how to deliver service with alignment to organisation’s service standard
  • Apply effective communication skills when delivering service to customers

Escalate service performance issues that affect the organisation’s service standards

  • Know the types of service performance issues
  • Know when and how to escalate service performance issues through appropriate channels

The course will be conducted through online LIVE streaming via Zoom. Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.

This course is suitable for customer-facing staff, customer service representatives, call centre officers, store advisors, and service crew.

Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm

Course Fee : $310.00
Nett Fee Incl. 7% GST : $331.70
Nett Fee after Training Grant* : $52.70 (SMEs) | $83.70 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $52.70

Enhanced Absentee Payroll (w.e.f 1st May 2020)

For SMEs / Non-SMEs (90% of hourly basic salary, capped at $10 per trainee-hour) : $160.00

* Please click HERE for detailed information on general terms and conditions.

* Please click HERE for detailed information on course fee funding schemes, SkillsFuture credit, and complete listing of funded courses. This course is eligible for use of SkillsFuture credit.

Key Benefits
  • Recognise the role that one plays in the service value chain
  • Acquire information commonly sought by organisation’s customers
  • Deliver service as part of a team according to the organisation’s service standard
  • Escalate service performance issues that affect the organisation’s service standards
Course Contents

Recognise the role that one plays in the service value chain

  • Understand what is service value chain and recognise one’s role in it
  • Know the importance of one’s role in delivering service to customers, individually or as a team member

Acquire information commonly sought by organisation’s customers

  • Identify the information commonly sought by the organisation’s customers
  • Know where to acquire the commonly sought information

Deliver service as part of a team according to the organisation’s service standards

  • Understand and apply the principles of effective team communication as part of a team to deliver service
  • Know why and how to deliver service with alignment to organisation’s service standard
  • Apply effective communication skills when delivering service to customers

Escalate service performance issues that affect the organisation’s service standards

  • Know the types of service performance issues
  • Know when and how to escalate service performance issues through appropriate channels
Learning Methodology

The course will be conducted through online LIVE streaming via Zoom. Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.

Who Should Attend

This course is suitable for customer-facing staff, customer service representatives, call centre officers, store advisors, and service crew.

Course Details

Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm

Course Fee : $310.00
Nett Fee Incl. 7% GST : $331.70
Nett Fee after Training Grant* : $52.70 (SMEs) | $83.70 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $52.70

Enhanced Absentee Payroll (w.e.f 1st May 2020)

For SMEs / Non-SMEs (90% of hourly basic salary, capped at $10 per trainee-hour) : $160.00

* Please click HERE for detailed information on general terms and conditions.

* Please click HERE for detailed information on course fee funding schemes, SkillsFuture credit, and complete listing of funded courses. This course is eligible for use of SkillsFuture credit.

Course Application

Details Registration
February 17, 2020 - February 18, 2020 (9:00 am - 6:00 pm) Closed
November 26, 2020 - November 27, 2020 (9:00 am - 6:00 pm) Register Now