WSQ SERVICE EXCELLENCE: MANAGE SERVICE OPERATIONS (MANAGERIAL)

What’s in it for my organization?
This module guides participants to have the knowledge and application skills in planning to meet internal and external customer requirements ensuring delivery of quality service and monitoring and review of customer service.

What will I experience in this learning journey?

This module covers the following:

Plan to Meet Internal and External Customer Requirements

• Analyze organizational service objectives and define service and quality standards to be offered in a given operational area in order to meet those objectives
• Work in partnership with relevant business partners, customers and colleagues to enhance service planning
• Apply data from organizational customer intelligence to service planning
• Develop specific plans that will ensure sustainable and consistent delivery of quality customer service
• Identify and assess service risks that may occur during service delivery
• Develop effective contingency plans to deal with service risks affecting service delivery
• Conduct service cost benefit analysis to assess service planning in accordance with organizational financial guidelines

Ensure the Delivery of Quality Service

• Obtain the resources required to implement customer service delivery plans
• Develop specific, measurable and realistic targets for staff delivering customer service
• Ensure that planned resources are available when required to support the best possible service delivery
• Brief relevant staff on their service objectives and targets in accordance with the service delivery plan
• Acknowledge excellent service performance to motivate staff
• Address problems relating to customer service operations by developing service recovery strategies

Monitor and Review Customer Service

• Develop a plan to monitor and evaluate customer service against service criteria
• Use the organization’s systems and technology to monitor progress in achieving  service targets and standards
• Encourage feedback from internal and external customers and staff on customer service operations
• Collect and analyze feedback from customers and staff on customer service operations
• Evaluate service operations against quantitative targets set
• Modify service delivery planning in response to evaluation
• Manage records, reports and recommendations within the organization’s systems and processes

Upon successful completion of the course, the participant will obtain a Statement of Attainment from the Singapore Workforce Development Agency (WDA)

Who would benefit from this learning experience?

Managerial staff from various service industry sectors. 

Duration
5-day session
(40 training hours)

Course Fees
$1,300 per pax (Eligible for SDF & SRP support)
*Price is subject to prevailing GST

Course Dates
TBA

Contact Person
Client Services
Tel: 6325-4982
Email: enquiries@otisdc-consulting.com