Optimise Workforce for Service Excellence (People and Relationship Management) (16 hrs)

• Develop manpower resource plan in line with organisation’s vision, mission, values and service operations plan
• Evaluate performance of team in line with service operations plan
• Optimise manpower resources for service excellence
• Communicate manpower plans and changes to team

Develop manpower resource plan in line with organisation’s vision, mission, values and service operations plan

• Plan manpower resource required to support the service operations plan of the organisation
• Align manpower resource plan to the organisation’s vision, mission, values and service operations plan

Evaluate performance of team in line with service operations plan

• Establish criteria to evaluate performance
• Gather feedback and data on team performance
• Identify areas of improvement for team performance

Optimise manpower resources for service excellence

• Employ techniques to ensure that staff are able to perform different tasks within the service value chain according to organisational service standards
• Re-design jobs to enhance productivity
• Incorporate flexible schemes to handle variations in customer traffic

Communicate manpower plans and changes to team

• Conduct team meetings to share the changes in job scope
• Explain the rationale behind manpower changes
• Reinforce how manpower changes will help the organisation achieve service excellence

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

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
Nett Fee after WTS* : $70.80

* 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.