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WSQ Manage Operations For Service Excellence is a Program

WSQ Manage Operations For Service Excellence

Self-paced

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Full program description

WSQ Manage Operations For Service Excellence

What's In It For Me

  • Learn to to recognise resources in implementing service operations
  • Acquire skills to resolve performance issues
  • Monitor feedback from customers so as to achieve service excellence

Course Overview

To gain a leading edge, managing service operations effectively in todays extremely competitive environment is critical. Organisations are placing more emphasis on being customer focused and bringing service excellence. It is recognised as a key advantage and differentiator between organisations today. A good operation plan geared towards service excellence can win and retain clients which facilitates an increase in profits and cost-savings.

In this programme, learners will be guided through an experiential learning process to recognise resources in implementing service operations, resolve performance issues and monitor feedback from customers so as to achieve service excellence.

Who Should Attend

Learners with a background in leading staff in the service industry, who are involved in managing service operations. The job role(s)/ occupations that this unit would be relevant to may include:

  • Call Centre Supervisors
  • Crew / Section / Team Leaders
  • Assistant Store Managers
  • Supervisors
  • Service Team Leaders

Course Duration

16 Hours | 2 Days

Course Outline

COURSE OUTLINE

Unit 1: Service Excellence and Organisational Success

  • The Importance of Providing Good Service and Customer Experience
  • Organisations Service Standards
  • Service Success Triangle

Unit 2: Service at Organisational Level

  • Service Value Chain
  • Service Delivery Process
  • Vision, Mission, Core Values
  • Service Blue Print

Unit 3: Service at Departmental Level

  • Resources that Support Opertions Plan
  • Key Considerations in Identifying Resources
  • Methods to Implement Service Operations

Unit 4: Performance Issues in Service Operations

  • Process of Resolving Performance Issues
  • Limits of Authority
  • Tools to Diagnose Performance Issues

Unit 5: Continuous Improvement of Service

  • Sources of Feedback on Service Operation
  • Success Measurement for Service Operations

Course Objectives

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

  • Recognise resources required for service operations in accordance to the organisations service operations plan
  • Implement service operations to achieve service excellence in accordance to organisations service operations plans
  • Resolve performance issues within ones limits of authority that may occur during service operations
  • Monitor feedback from customers and team on service operations

Medium of Instruction & Trainer

Trainer : Trainee Ratio

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@ntuclearninghub.com.

When you sign in to your SkillsConnect account, please use the course reference number CRS-Q-0026487-SVCF to find this course.