Manage Operations for Service Excellence (Service Planning and Implementation) (16 hrs)

Course Code: CRS-Q-0039847-RET

This course covers knowledge and application skills in the effective management of resources, along with the use of organisational guidelines to manage service operations. It involves recognising resources and implementing service operations to achieve service excellence, resolving performance issues and monitoring feedback from customers.

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

  • Recognise resources required for service operations in accordance to the organisation’s service operations plan
  • Implement service operations to achieve service excellence in accordance to organisation’s service operations plan
  • Resolve performance issues within one’s limits of authority that may occur during service operations
  • Monitor feedback from customers and team on service operations

Recognise resources required for service operations in accordance to the organisation’s service operations plan

  • Identify resource requirements to deliver service
  • Recognise the resources required at different points of the service value chain
  • Deploy resources according to service operations plan
  • Recognise the role of support centres / contact centres in service delivery
  • Monitor workload allocation among team
  • Work with the team, service providers and staff from other departments to deliver service
  • Review resource requirements to cater to high volume customer traffic situations

Implement service operations to achieve service excellence in accordance to organisation’s service operations plan

  • Brief team on their role in the implementation of the service operations plan
  • Ensure availability of resources required for service operations
  • Understand the methods to manage high volume customer traffic
  • Re-deploy resources to cater to high volume customer traffic
  • Manage long queues with the use of technology or added manpower
  • Share information on new products or services with the team

Resolve performance issues within one’s limits of authority that may occur during service operations

  • Collect information on the nature of the problem and assess the likely impact on the customer
  • Evaluate possible solutions against customer expectations and organisational needs
  • Select and implementing acceptable solutions with minimal possible disruption to customers
  • Escalate performance issues if the issues are unable to be resolved

Monitor feedback from customers and team on service operations

  • Collect regular data on customer service operations performance
  • Interpret broad patterns of customer service operations data
  • Compare customer service performance data with broader quality monitoring results
  • Monitor customer feedback through customer questionnaires, comment cards, customer forums, word of mouth

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

Course Fee : $430.00
Nett Fee Incl. 7% GST : $460.10
Nett Fee after Training Grant* : $73.10 (SMEs) | $188.10 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $73.10

* 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 resources required for service operations in accordance to the organisation’s service operations plan
  • Implement service operations to achieve service excellence in accordance to organisation’s service operations plan
  • Resolve performance issues within one’s limits of authority that may occur during service operations
  • Monitor feedback from customers and team on service operations
Course Contents

Recognise resources required for service operations in accordance to the organisation’s service operations plan

  • Identify resource requirements to deliver service
  • Recognise the resources required at different points of the service value chain
  • Deploy resources according to service operations plan
  • Recognise the role of support centres / contact centres in service delivery
  • Monitor workload allocation among team
  • Work with the team, service providers and staff from other departments to deliver service
  • Review resource requirements to cater to high volume customer traffic situations

Implement service operations to achieve service excellence in accordance to organisation’s service operations plan

  • Brief team on their role in the implementation of the service operations plan
  • Ensure availability of resources required for service operations
  • Understand the methods to manage high volume customer traffic
  • Re-deploy resources to cater to high volume customer traffic
  • Manage long queues with the use of technology or added manpower
  • Share information on new products or services with the team

Resolve performance issues within one’s limits of authority that may occur during service operations

  • Collect information on the nature of the problem and assess the likely impact on the customer
  • Evaluate possible solutions against customer expectations and organisational needs
  • Select and implementing acceptable solutions with minimal possible disruption to customers
  • Escalate performance issues if the issues are unable to be resolved

Monitor feedback from customers and team on service operations

  • Collect regular data on customer service operations performance
  • Interpret broad patterns of customer service operations data
  • Compare customer service performance data with broader quality monitoring results
  • Monitor customer feedback through customer questionnaires, comment cards, customer forums, word of mouth
Learning Methodology

Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, videos, and case studies.

Who Should Attend

This course is suitable for call centre supervisors, crew / section / team leaders, assistant store managers, and supervisors.

Course Details

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

Course Fee : $430.00
Nett Fee Incl. 7% GST : $460.10
Nett Fee after Training Grant* : $73.10 (SMEs) | $188.10 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $73.10

* 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
March 2, 2020 - March 3, 2020 (9:00 am - 6:00 pm) Closed
October 15, 2020 - October 16, 2020 (9:00 am - 6:00 pm) Register Now