WSQ Implement Operations for Service Excellence

NTUC LearningHub


Course introduction

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 an 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.



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 points in the service blueprint and identify their service roles and responsibilities.


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 sound 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 learn strategies for diffusing service issues through a model that makes the Guest feel HEARD.


Price

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.


Individual Pricing

Course Fee

w/o GST - S$330.00
w GST - S$353.10

SkillsFuture Funding, >=21 yrs old

w/o GST - S$66.00
w GST - S$89.10

SkillsFuture Funding, >=40 yrs old

w/o GST - S$33.00
w GST - S$56.10

WTS Funding (95%)

w/o GST - S$16.50
w GST - S$39.60


Corporate Pricing

Non-SME

Course Fee

w/o GST - S$330.00
w GST - S$353.10

SkillsFuture Funding, >=21 yrs old ^

w/o GST - S$66.00
w GST - S$89.10

SkillsFuture Funding, >=40 yrs old

w/o GST - S$33.00
w GST - S$56.10

WTS Funding (95%)

w/o GST - S$16.50
w GST - S$39.60


SME

Course Fee

w/o GST - S$330.00
w GST - S$353.10

SkillsFuture Funding, >=21 yrs old

w/o GST - S$33.00
w GST - S$56.10

SkillsFuture Funding, >=40 yrs old

w/o GST - S$33.00
w GST - S$56.10

WTS Funding (95%)

w/o GST - S$16.50
w GST - S$39.60


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



Available Course Sessions


Please click here to stay updated on upcoming sessions.



Trainer Profile


CIPD Certified Consultant

NTUC LearningHub and its affiliated / associated businesses has a wide range of industry experts that trains many individuals and corporate organisations.

To help trainees and clients customise their training and consultancy needs, our trainers are at hand to provide timely advice and guidance that will ensure a valuable learning experience.



 

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