Implement Operations for Service Excellence (Service Planning and Implementation) (16 hrs)
Course Code: TGS-2019504290 | SSG Funded
Note: Classroom-based learning will be conducted through virtual classroom until further notice. Terms and conditions apply.
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
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
With effect from 1 Jan 2024
| Type | Individuals | |||
| Singapore Citizens and Permanent Residents (Aged ≥ 21 years old) | Employer-sponsored and Self-Sponsored Singapore Citizens aged ≥ 40 years old | SME-sponsored Singapore Citizens and Permanent Residents | Non-SME-sponsored Singapore Citizens and Permanent Residents | |
| Type of Funding | ||||
| SkillsFuture Funding (Baseline) | SkillsFuture Mid-career Enhanced Subsidy | SkillsFuture Enhanced Training Support for SMEs | SkillsFuture Training Support for Non-SMEs | |
| Course Fee | $420.00 | $420.00 | $420.00 | $420.00 |
| Less: SkillsFuture Funding | $210.00 | $294.00 | $294.00 | $210.00 |
| Total Nett Fee | $210.00 | $126.00 | $126.00 | $210.00 |
| Add: GST @ 9% of Course Fee | $37.80 | $37.80 | $37.80 | $37.80 |
| Total Fee Payable to SQC | $247.80 | $163.80 | $163.80 | $247.80 |
Skill Code: RET-CEX-1016-1.1
Skill Title: Service Planning and Implementation-1
Funding valid till 05 Aug 2025
* 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.
- 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
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
With effect from 1 Jan 2024
| Type | Individuals | |||
| Singapore Citizens and Permanent Residents (Aged ≥ 21 years old) | Employer-sponsored and Self-Sponsored Singapore Citizens aged ≥ 40 years old | SME-sponsored Singapore Citizens and Permanent Residents | Non-SME-sponsored Singapore Citizens and Permanent Residents | |
| Type of Funding | ||||
| SkillsFuture Funding (Baseline) | SkillsFuture Mid-career Enhanced Subsidy | SkillsFuture Enhanced Training Support for SMEs | SkillsFuture Training Support for Non-SMEs | |
| Course Fee | $420.00 | $420.00 | $420.00 | $420.00 |
| Less: SkillsFuture Funding | $210.00 | $294.00 | $294.00 | $210.00 |
| Total Nett Fee | $210.00 | $126.00 | $126.00 | $210.00 |
| Add: GST @ 9% of Course Fee | $37.80 | $37.80 | $37.80 | $37.80 |
| Total Fee Payable to SQC | $247.80 | $163.80 | $163.80 | $247.80 |
Skill Code: RET-CEX-1016-1.1
Skill Title: Service Planning and Implementation-1
Funding valid till 05 Aug 2025
* 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 |
|---|---|
|
January 18, 2024 - January 19, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Closed |
|
March 5, 2024 - March 6, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Closed |
|
May 7, 2024 - May 8, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
|
July 4, 2024 - July 5, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
|
September 5, 2024 - September 6, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
|
November 7, 2024 - November 8, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
