Service Excellence (SV CF)

Kaplan Professional


Course introduction

These courses under the Service Excellence Competency Framework (SV CF) provides a whole-of-company capability development roadmap for organisations, so companies can create and define their desired service experience. These courses also aims to professionalise service careers for individuals through a Workforce Skills Qualifications (WSQ) pathway.



Course Outline


Modules:

  • Demonstrate the Service Vision
  • Project a Positive and Professional Image
  • Provide Go the Extra Mile Service
  • Respond to Service Challenges
WSQ level 1
  • CERTIFIED SERVICE PROFESSIONAL (VERSION 2 TRACK 1)
  • CERTIFIED SERVICE PROFESSIONAL (VERSION 2 TRACK 2)
  • DEMONSTRATE THE SERVICE VISION
  • ENGAGE IN SERVICE INNOVATION INITIATIVES
  • IMPLEMENT OPERATIONS FOR SERVICE EXCELLENCE
  • PROJECT A POSITIVE AND PROFESSIONAL IMAGE
  • PROVIDE GO THE EXTRA MILE SERVICE
  • RESPOND TO SERVICE CHALLENGES
  • WORK IN A DIVERSE SERVICE ENVIRONMENT
  • WSQ CERTIFICATE IN SERVICE EXCELLENCE
WSQ Level 3
  • COACH FOR SERVICE PERFORMANCE
  • ESTABLISH RELATIONSHIPS FOR CUSTOMER CONFIDENCE
  • MANAGE A DIVERSE SERVICE ENVIRONMENT
  • MANAGE OPERATIONS FOR SERVICE EXCELLENCE
  • MANAGE SERVICE PERFORMANCE
  • ROLE MODEL THE SERVICE VISION
WSQ Level 4
  • ANALYSE SERVICE QUALITY AND CUSTOMER SATISFACTION
  • DEVELOP NEW PRODUCTS / SERVICES
  • DEVELOP SERVICE OPERATIONS
  • DEVELOP SERVICE RECOVERY FRAMEWORK
  • FOSTER SERVICE INNOVATION
  • LEAD WITH SERVICE VISION
  • MANAGE PARTNERSHIPS FOR SERVICE EXCELLENCE
  • OPTIMISE WORKFORCE FOR SERVICE EXCELLENCE



Available Course Sessions


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Trainer Profile


Kaplan Learning Institute

Upgrading your credentials and skilling-up is increasingly essential in a highly competitive workforce. Kaplan Learning Institute offers professional qualifications in the areas of accountancy and finance (under the department of Kaplan Financial), and also soft-skills short-term training (under the department of Kaplan Professional) all aimed to hone your skill sets to ensure that you stay ahead of the competition. Allow us to help build your success story!



 

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