Sales & Marketing,marketing management,
Information and Communications,
Customer Service,
Environmental Cleaning,
Personal Services,
Building and Construction,
Customer Service
This unit addresses the skills and knowledge to coach individuals for service performance. It involves identifying the coaching needs of individuals, and preparing and delivering a coaching plan. It also includes the use of coaching techniques to close service gaps and monitor the progress of individuals for improvements in service performance.
Provider: Service Quality Centre
This unit covers knowledge and application skills in the effective management of resources, along with the use of organisational guidelines to manage service operations. It involves recognising resources and implementing service operations to achieve service excellence, resolving performance issues and monitoring feedback from customers.
This unit covers knowledge and application skills in analysing customer data to establish and improve the level of service quality and customer satisfaction in the organisation. This involves analysing service quality and customer satisfaction results, communicating findings and implementing improvement plans to close gaps.
1. Develop a Service Mindset Learn how to develop a positive mindset towards service 2. Intensive Experiential Leaning Gain better understanding of the work of service professionals through a fun workshop 3. Employment Relevance Benefit from real-life service applications and the experiences of service awardwinners 4. Recognised Qualifications Pass the rigorous tests and acquire nationally recogni...
This course will help you to: Recognise the importance of Service Innovation Generate potential Service Innovation Ideas Evaluate potential Service Innovation ideas Present mock up of Service Innovation Ideas
This unit covers knowledge and application skills in the delivery of service excellence by utilising organisational service operations resources. It involves the use of effective teamwork to perform service operations in accordance with organisation’s guidelines and escalating service performance issues.
This unit covers knowledge and application skills in leading a team to deliver service excellence that is in line with the organisation’s customer-focused strategy. It includes promoting a customer-centric environment and analysing the team’s performance to identify areas of improvement.
This unit covers knowledge and application skills required to manage a diverse service environment. It involves promoting inclusiveness, building team cohesion and managing diversity challenges and opportunities that may have implications on service delivery.
This unit covers knowledge and application skills in demonstrating the organisation’s service vision, and recognising the role that one plays in contributing to the service vision.
This unit covers knowledge and application skills in managing service quality and customer satisfaction in an organisation. This involves recognizing the importance of the organisation’s service standards, assessing service performance gaps, communicating and monitoring service performance levels
This unit covers knowledge and application skills in managing the organisation’s business excellence journey in a holistic and integrated manner. It includes planning for business excellence, assessing the organisation’s level of business excellence, managing improvements for business excellence as well as sustaining business excellence.
This unit covers the knowledge and application skills in identifying the elements that forms customer expectations so as to provide the desired customer experience that is line with the organisation’s vision, mission and values. It covers various methods to design, innovate and translate the desired customer experience into a service operations plan.
This unit addresses the skills and knowledge required to handle diversity. It includes recognising the importance of inclusiveness, demonstrating the use of emotional intelligence and resilience to handle diversity in the service environment, and monitoring one’s actions in handling diversity.
This unit covers the skills and knowledge to equip service professionals with the right grooming and professional image required for building confidence and projecting a positive image. It also involves equipping them with a positive and customer-oriented mindset to impress and wow their customers in their day-to-day engagement.