Manage Service Performance (Service Information and Results) (16 hrs)

Course Code: CRS-Q-0039820-RET

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.

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

  • 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

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
Nett Fee after WTS* : $51.60

* 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 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
Course Contents

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
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
Nett Fee after WTS* : $51.60

* 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
August 17, 2020 - August 18, 2020 (9:00 am - 6:00 pm) Register Now
November 2, 2020 - November 3, 2020 (9:00 am - 6:00 pm) Register Now