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Managing The Service Experience (WSQ Manage Service Performance) is a Program

Managing The Service Experience (WSQ Manage Service Performance)

Time limit: 16 days

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Full program description

Managing The Service Experience (WSQ Manage Service Performance)

What's In It For Me

  • Discover the importance of the organisation service standard and how it can affect service excellence
  • Understand how and why monitoring performance will result in the effectiveness of service performance
  • Understand how communicating service performance to your team can help motivate them to achieve service excellence



Course Overview

This unit covers the knowledge and application skills to enable and empower service leaders
with a systematic approach in managing performances that contribute to the service quality
and customer satisfaction within their organisations.


Service leaders must embrace their organisations' directives and standards to (i) develop
understanding of all roles and the required criteria benchmarking the service performances,
(ii) assess possible gaps in service delivery, (iii) demonstrate effective team communication
techniques and (iv) monitor performances and the effectiveness of actions taken in the
course of service performance management.

Who Should Attend

Learners with supervisory roles (i.e. Supervisors, Crew / Section / Team Leaders, Assistant
Store Managers, Service Team Leaders etc.) who would like to learn how to lead and role
model an organisations service vision.

Course Duration

16 Hours / Full-time

Course Outline

1. Organisation Service Standards

In this opening segment, the purpose of organisational service standards and the roles of service leaders in managing service performance are discussed. Knowledge of organisational guidelines, standards and service expectations of the customers are the first steps in successful service performance management.

The following components will be covered:
Service standards
Importance of service standards
Your role in service performance management
 

2. Service Performance Standards and Gaps

Service performance gaps are scrutinised with reference to case studies and industry examples. The steps for service performance assessment are shared and learning will be enhanced through an application activity.

The following components will be covered:
Sources of information to review service performance
Types of service performance gaps
Steps to assess service performance with accordance to organisational service standards
 

3. Communicate to Motivate

Team communication is emphasised in this segment specifically in the context of communicating team performances. Learners are encouraged to motivate their teams to achieve service excellence via different platforms and techniques.

The following components will be covered:
Importance of communicating team performance
Principles of effective team communication
Techniques to communicate service performance
Platforms to communicate service performance
Methods to motivate your team to achieve service excellence
 

4. Monitor Service Performance

Regular monitoring of service performance levels is essential to ensure progress and timely corrective actions when needs arise. In this final segment, a monitoring plan is introduced to the service leaders as a useful tool for continuous performance record and supervision. Several methods to confirm the effectiveness of the actions taken is also shared.

The following components will be covered:
Develop a monitoring plan
Methods to monitor the effectiveness of actions taken

Mode of Assessment

Participants would be assessed through learning activities conducted during the programme.

Certification Obtained and Conferred by

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

  • Mapped to WSQ Manage Service Performance

Course Objectives

At the end of the programme, participants will be able to:

Recognise the importance of organisational service standards in attaining service excellence
Assess gaps between actual service performance and organisational service standards
Communicate service performance levels to motivate teams to achieve service excellence
Monitor service performance levels for the effectiveness of actions taken

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 4.

Medium of Instruction & Trainer

English

Trainer : Trainee Ratio is 1:24

Price

Individual Pricing w/o GST w GST
Course Fee S$ 380.00 S$ 406.60
SkillsFuture Funding, >=21 yrs old ^ S$ 108.00 S$ 134.60
SkillsFuture Funding, >=40 yrs old S$ 38.00 S$ 64.60
WTS Funding (95%) S$ 19.00 S$ 45.60
Corporate Pricing
Non-SME w/o GST w GST
Course Fee S$ 380.00 S$ 406.60
SkillsFuture Funding, >=21 yrs old ^ S$ 108.00 S$ 134.60
SkillsFuture Funding, >=40 yrs old S$ 38.00 S$ 64.60
WTS Funding (95%) S$ 19.00 S$ 45.60
SME w/o GST w GST
Course Fee S$ 380.00 S$ 406.60
SkillsFuture Funding, >=21 yrs old ^ S$ 38.00 S$ 64.60
SkillsFuture Funding, >=40 yrs old S$ 38.00 S$ 64.60
WTS Funding (95%) S$ 19.00 S$ 45.60

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

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

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-0025735-SVCF to find this course.

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