Sales & Marketing,marketing management,
Information and Communications,
Customer Service,
Environmental Cleaning,
Personal Services,
Building and Construction,
Productivity & Innovation
Provider: Service Quality Centre
Customer Service
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.
Education and Training
Human Resource Management Employment and Recruitment
This course aims to equip the learner with the knowledge and skills to apply information and communication technology at the workplace. These include analyzing ICT in organisational performance, and facilitating the development and acquisition of ICT infrastructure and tools to identify and prevent problems at the workplace.
Information and Communications
By the end of this course, learners will have an excellent formal introduction to Microsoft Excel, and the manipulating numbers in a spreadsheet environment. Learners will leave the course familiar with the workings of Excel, and will be able to confidently output properly formatted spreadsheets with correctly calculated totals.
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.
Microsoft Word has become the quintessential word processing program. A foundation stone in the Microsoft office suite, Word is now the de facto standard in document processing. Learners will utilise Word to create efficient documents, properly formatted and look as they print out. Learners will become comfortable in using these features to create and manage a wide variety of document types, relev...
This unit provides learners the essential knowledge and skills in bringing the resources and processes together to achieve the organisational set goals using variety of process improvement methodologies. It involves adopting a systematic approach in improving a process through process mapping, analyse the process and redesign the process. This unit provides learners the opportunity to apply, demon...
On completion of this unit, learners will acquire the knowledge and skills in performing basic productivity practices in their workplace
This Standard Assessment Plan is developed to provide guidelines and assessment materials to Approved Training Organisations (ATOs) in the generic manufacturing industries, who are interested in providing assessment for competency unit: Supervise Quality Procedures. It presents the required process, procedures and materials needed to carry out the assessment in accordance to the requirements of th...
On completion of this unit, the learner will be able to apply strategies to create, promote and sustain a culture of continuous improvement, initiative and innovation in an organisation, as well as identify, evaluate and manage the associated risks.
On completion of this unit, the learner will have the knowledge and application skills in using a spreadsheet application at an advanced level. The skills include maintaining complex spreadsheets, using complicated functions of various types, and using auditing techniques to check for errors. This course adds on to the learners’ knowledge of Excel. Formulae form an integral part of the course an...
This module covers knowledge and application skills in the assessment of the service quality and customer satisfaction levels within an organisation. It involves the identification of relevant benchmark criteria and key performance indicators to monitor and manage customer information for service excellence. Upon completion of this module, you will acquire the skills and knowledge to: 1. Develop s...
On completion of this unit, the learner will be able to apply knowledge and life skills such as establishing personal goals and evaluating them to justify roles and responsibilities in achievement of organisational goals, managing time effectively, maintaining organisational worklife balance, as well as managing stress and personal finances to be effective at the workplace as a manager.