Full program description

Service Ownership (WSQ Implement Operations for Service Excellence)

What's In It For Me

  • Able to identify one's role in the service value chain
  • How to enhance service experience in their current roles
  • Able to provide the correct mindset of customer service experience align to one's organisation

Course Overview

To consistently exceed customers' expectations, service professionals need to understand their role and the impact they make in the service value chain. This will help create a strong sense of personal ownership and commitment to consistently deliver and excellent service experience. In this programme, participants will learn how to enhance service capabilities in their current roles and provide customer service that is aligned to the organisation's service standards.

Who Should Attend

Frontline Staff (i.e. customer service representatives, store advisors, service crews, etc) dealing with internal or external customers.

Course Duration

16 hours / Full-time

Course Outline

1. My role in the service team

Participants will be engaged in a learning activity that focuses on the inter-connectivity of customer-service related activities in the service value chain. With this holistic perspective, participants will better understand the causal relationships and the impact of their behaviours on the entire service value chain. Participants will also learn how to use customer touch point in the service blueprint and identify their service roles and responsibilities at their workplace.

 

2. My role during the service delivery

In this segment, participants will learn how to use positive communication skills to engage and connect with customers, Participants are required to have good knowledge of product and service offerings and a sounds understanding of customers' needs, wants and expectations. Participants will learn to identify the profile of their customers and to provide them with customised and personalised solutions. 

 

3. My role in addressing service issues

Participants will learn how to spot opportunities where they can personally play a part to assist customers in challenging situations. They will also learn to recognise service issues where escalations are required and apply the "5A" concept to escalate to the relevant person in a timely manner.

Mode of Assessment

Participants would be assessed through course assessment exercises.

Certification Obtained and Conferred by

Participants who have successfully demonstrated competence in all the knowledge and skills requirements in this programme will be awarded with a Statement of Attainment (SOA) by SkillsFuture Singapore (SSG). This programme is offered on a modular basis only.

  • Mapped to WSQ Implement Operations for Service Excellence

Course Objectives

At the end of the programme, participants will be able to :
  • Recognise the role that he/she plays in the service value chain
  • Acquire information commonly sought by organisation's customers
  • Deliver service as part of a team according to the organisations' service standards
  • Escalate service performance issues that affect the organisation's service standards

Pre-requisites

Participants should be able to speak, listen and read English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification (ES WSQ) Workplace Literacy (WPL) Level 3. 

Medium of Instruction & Trainer

English

Trainer : Trainee Ratio is 1:24

Price

Individual Pricing w/o GST w GST
Course Fee S$330.00 S$353.10
SkillsFuture Funding, >=21 yrs old S$66.00 S$89.10
SkillsFuture Funding, >=40 yrs old S$33.00 S$56.10
WTS Funding (95%) S$16.50 S$39.60
Corporate Pricing
Non-SME w/o GST w GST
Course Fee S$330.00 S$353.10
SkillsFuture Funding, >=21 yrs old ^ S$66.00 S$89.10
SkillsFuture Funding, >=40 yrs old S$33.00 S$56.10
WTS Funding (95%) S$16.50 S$39.60
SME w/o GST w GST
Course Fee S$330.00 S$353.10
SkillsFuture Funding, >=21 yrs old S$33.00 S$56.10
SkillsFuture Funding, >=40 yrs old S$33.00 S$56.10
WTS Funding (95%) S$16.50 S$39.60

^Applicable for Singapore Citizen ABOVE 21 yrs & BELOW 40 yrs old / Singapore PRs

Individuals may enjoy UTAP and WTS funding. Terms and conditions apply. For more information, please contact us at +65 6336 LHUB (5482) or email ibe@nextu.com.sg.

When you sign in to your SkillsConnect account, please use the course reference number CRS-Q-0024949-SVCF to find this course.

Prices are inclusive of GST and subject to other LHUB miscellaneous fees

WSQIOSE