Sales & Marketing,marketing management,
Information and Communications,
Customer Service,
Healthcare,
Personal Services,
Building and Construction,
Customer Service
• Identify the various platforms of communication in an organization, it’s benefits and pitfalls • The purpose of engagement with customers over such platforms • The types of organizational resources available that can enable such interaction with customers • Effective communication skills via the various platforms • Various methods to monitor and collect stakeholders’ feedback v...
Provider: TRAINING VISION INSTITUTE PTE. LTD.
• Recognise the importance of inclusiveness when working in a diverse encironment. • Apply emotional intelligence when interacting with the various stakeholders in the diverse service environment • Demonstrate resilence when faced with challenges • Monitor actions in handling diversity
On completion of this unit, participants should expect to have acquired competencies in the 4 key performance statements, namely: Performance Statements A competent individual must be able to successfully perform the following: 1. Promote an inclusive work environment which embraces diversity 2. Build team cohesion to achieve organisational service excellence 3. Manage challenges and opportunities...
Individual will be able to successfully perform the following: 1. Recognise triggers in the service environment that may lead to potential service challenges 2. Use service recovery procedures to respond to service challenges in accordance with organisation guidelines 3. Escalate unresolved service challenges in accordance with the organisation’s guidelines
This competency unit, “Develop Service Operations,” seeks to provide you with the knowledge and application skills in knowledge and application skills in developing service operations plans to deliver service excellence, to evaluate their implementation and to make corrective actions for improvement. The unit focuses on the following performance statements: 1. Develop service operations plan t...
Able to enhance their knowledge and skills to effectively handle diversity in the service environment
The “Coach for Service Performance” module 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. Learners will also gain experience through learning and practising the use of coaching techniques to close service gaps, as well as learning how to monitor the progres...
• Importance of Service Innovation • Types of Service Innovation • Identify Service Gaps and Generate Service Innovation Ideas • Perfect an idea to rally buy-in
Recognise the importance of organisation’s service standards in attaining service excellence •Assess the gaps between actual service performance and organisation’s service standards •Communicate service performance levels to motivate team to achieve service excellence •Monitor service performance levels for effectiveness of actions taken
Individual will be able to successfully perform the following: 1. Recognise the impact of one’s professional image and persona on the organisation 2. Project a professional image and persona in accordance with organisational guidelines 3. Demonstrate effective communication skills when interacting with customers at the workplace
• Defining Organization’s Goals & Standards in Service Operations. • Identify and Recognise One’s Role in the Process of Operational Excellence • Ablility to map processes and identify gaps • Contributing to Continual Improvement in Service Performance and Operations
This course addresses the knowledge and application skills required to lead a team to deliver service excellence that is in line with the organisation's customer-centric strategy. It includes promoting a customer-centric environment and analyzing the team's performance to identify areas for improvement.
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The Provide GEMS Service module aims to prepare participants to provide “extra mile service” to their customers. The programme will focus on the importance of having the right service mindset and how extra mile service benefits themselves as well as the organization. Participants will also gain confidence in serving their customers by identifying customer needs, applying effective communicat...
The “Manage Operations for Service Excellence” module addresses the knowledge and application skills in the effective management of resources, along with the use of organizational guidelines to manage service operations. Learners will also gain experience through recognizing resources and implementing service operations to achieve service excellence, resolving performance issues and monito...
On completion of this unit, participants should expect to have acquired competencies in the 3 key performance statements, namely: Performance Statements A competent individual must be able to successfully perform the following: PS1 Gather information relating to the industry in which the organisation operates PS2 Analyse impact of internal and external trends on the organisation PS3 Monitor intern...