Full program description

Managing The Service Experience (WSQ Manage Service Performance)

What's In It For Me

  • How the importance of the organisation service standard can affect service excellence
  • Understand how and why monitoring performance will result in the effectivess of the service performance
  • How does communicate service performance level motivate team 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 organisation’s 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 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 actions taken are 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 with 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 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.

WSQMSP