The Service Excellence WSQ Supervisory modules aim to provide participants with knowledge and skills in facilitating service teams and continual improvement in service delivery within the organisation, including areas such as customer relationships building, service innovation processes and coaching of service teams and individuals. The Service Excellence WSQ Supervisory modules serve as intermediate units in the journey towards service excellence for all workers in Singapore.
TARGET PARTICIPANTS
The Service Excellence WSQ Supervisory modules are targeted at supervisory staff from various service industry sectors.
These modules are of particular relevance to:
- Retail
- Hospitality
- Healthcare
- Food and Beverage
- Finance & Banking
- Government / Public Services
LEAD A SERVICE TEAM (30 hours)
Upon completion of this module, participants will have the knowledge and application skills in promoting team effectiveness by developing team plans to meet expected service outcomes, leading a small service team and proactively working with organizational line management to improve service delivery.
Competency Elements:
- Plan to achieve team service outcomes
- Develop team cohesion
- Participate in and facilitate a service team
- Coordinate with management on issues relating to service delivery
BUILD RELATIONSHIPS WITH CUSTOMERS (24 HOURS)
Upon completion of this module, participants will have the knowledge and skills to identify and build relationships with customers, while building customers’ confidence through product and service knowledge and quality service. They will also learn how to handle referred difficult customers through active listening, effective communication skills and prompt action in accordance to organisational procedures.
Competency Elements:
- Build customers’ confidence
- Maintain and develop customer relations
- Handle referred difficult customers
IMPLEMENT CONTINUAL IMPROVEMENTS IN SERVICE DELIVERY (24 HOURS)
Upon completion of this module, participants will have the knowledge and skills in implementing continual improvements in service delivery in work teams. It includes encouraging and coordinating the team to participate in the planning, executing, monitoring and evaluation of continual improvements in service delivery.
Competency Elements:
- Prepare work team for continual improvement
- Execute action plan for continual improvement
- Monitor and evaluate results of action plan for continual improvement
- Address gaps in targets
Lead A Team To Participate In Service Innovation Processes (16 HOURS)
Upon completion of this module, participants will have the knowledge and application skills in preparing to lead a team to participate in service innovation processes, guiding a team participating in service innovation processes as well as sustaining service innovation efforts within a team.
Competency Elements:
- Identify service innovation opportunities
- Generate ideas to transform customer experience
- Evaluate and select service innovation ideas to develop
- Advance service innovation ideas towards implementation.
Coach Service Teams and Individuals (16 HOURS)
Upon completion of this programme, participants will have the knowledge and application skills in providing coaching in organisational service environments. It includes preparing to coach, coaching on-the-job and following up on the results of coaching.
Competency Elements:
- Prepare for coaching.
- Coach service teams and individuals on the job to achieve service objectives.
- Evaluate and follow up service coaching.
COURSE FEES
Subsidized course fee for Singapore citizens and PRs: $45 per module (before prevailing GST)