Manage Partnerships for Service Excellence (Service Partnerships) (Synchronous e-learning) (16 hrs)

Course Code: CRS-Q-0039666-RET

*Online Course*

This course covers the knowledge and application skills to establish and maintain relationships to enhance service excellence. It involves assessing the effectiveness of service partnerships and implementing continual improvements to strengthen relationships with service partners.

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

  • Establish and maintain relationships with service partners to enhance service excellence
  • Assess performance of service partnerships to identify areas of improvement
  • Implement continual improvements to strengthen relationships with service partners

Establish and maintain relationships with service partners to enhance service excellence

  • Identify key partners and their roles in the service supply chain, such as backend support, delivery resources and post sales logistics
  • Update partners on organisation’s vision, mission, values and service strategy
  • Communicate service standards and key performance indicators
  • Share industry knowledge and experience with service partners

Assess performance of service partnerships to identify areas of improvement

  • Deploy key performance indicators such as turnaround time, responsiveness, and quality of products and services
  • Collect and review data on key performance indicators, customer feedback, and staff feedback

Implement continual improvements to strengthen relationships with service partners

  • Determine root cause of performance gaps and draft proposals to address these gaps
  • Communicate improvement plans and obtain feedback from service partners
  • Monitor performance of service partners after implementing continuous improvements
  • Understand service partners’ obstacles and share insights on potential collaboration opportunities

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 experience managers, store / branch managers, heads of departments, and outlet managers.

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

Course Fee : $590.00
Nett Fee Incl. 7% GST : $631.30
Nett Fee after Training Grant* : $100.30 (SMEs) | $391.30 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $100.30

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
  • Establish and maintain relationships with service partners to enhance service excellence
  • Assess performance of service partnerships to identify areas of improvement
  • Implement continual improvements to strengthen relationships with service partners
Course Contents

Establish and maintain relationships with service partners to enhance service excellence

  • Identify key partners and their roles in the service supply chain, such as backend support, delivery resources and post sales logistics
  • Update partners on organisation’s vision, mission, values and service strategy
  • Communicate service standards and key performance indicators
  • Share industry knowledge and experience with service partners

Assess performance of service partnerships to identify areas of improvement

  • Deploy key performance indicators such as turnaround time, responsiveness, and quality of products and services
  • Collect and review data on key performance indicators, customer feedback, and staff feedback

Implement continual improvements to strengthen relationships with service partners

  • Determine root cause of performance gaps and draft proposals to address these gaps
  • Communicate improvement plans and obtain feedback from service partners
  • Monitor performance of service partners after implementing continuous improvements
  • Understand service partners’ obstacles and share insights on potential collaboration opportunities
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 experience managers, store / branch managers, heads of departments, and outlet managers.

Course Details

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

Course Fee : $590.00
Nett Fee Incl. 7% GST : $631.30
Nett Fee after Training Grant* : $100.30 (SMEs) | $391.30 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $100.30

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
September 1, 2020 - September 2, 2020 (9:00 am - 6:00 pm) Online LIVE stream via Zoom Register Now
September 17, 2020 - September 18, 2020 (9:00 am - 6:00 pm) Online LIVE stream via Zoom Register Now
December 7, 2020 - December 8, 2020 (9:00 am - 6:00 pm) Online LIVE stream via Zoom Register Now