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WSQ Diploma in Service Excellence (Level 4)

Be the Service Leader! Groom the skills and competencies to
operationalise and implement service excellence in your organisation!



WSQ Service Excellence Course Schedule 

WSQ Service Excellence Course Schedule_Full Time_English Class_2020 (click here)

WSQ Service Excellence Course Schedule_Full Time_Chinese Class_2020 (click here)

Core Modules

Develop New Products/Services

Learn how to innovate product or service offerings and ensure that it is in line with the customer's needs and expectations.

25 Sep - 2 Oct 2020
Fri - 9am to 6pm
English
22 Sep & 29 Sep 2020
Tue - 9am to 6pm
Mandarin

Foster Service Innovation

Promote service innovation culture within the organisation and lead your team in generating service innovation ideas.

Course Schedule

Medium

09 Oct - 16 Oct 2020
Friday - 9am-6pm
English
06 & 13 Oct 2020
Tuesday - 9am to 6pm
Mandarin

Optimise Workforce for Service Excellence

Acquire the fundamental skills on how to develop manpower resource plan and evaluate performance of team in line with the service operations plan.

Course Schedule

Medium

23 Oct - 27 Oct 2020
Friday - 9am to 6pm
English
20 & 27 Oct 2020
Tuesday - 9am to 6pm
Mandarin

Analyse Service Quality and Customer Satisfaction To Develop Service Recovery Framework

It covers the knowledge and skills in analysing service quality and customer satisfaction. It includes develop service recovery framework and implement improvement plans to close the service gaps.

Course Schedule

Medium

06 Nov, 12 Nov & 13 Nov 2020
Thurs & Friday, 9am - 6pm
English
3 & 10 Nov 2020
Tuesday, 9am - 6pm
Mandarin

Lead with Service Vision

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.

Course Schedule

Medium

20 Nov & 27 Nov
Friday - 9am - 6pm
English
17 & 24 Nov 2020
Tuesday - 9am to 6pm
Mandarin

Develop Service Operations

This unit covers knowledge and application skills to develop a service operations plan in order to deliver service excellence. It involves developing a service operations plan which is in line with the customer-focused strategy, communicating the service operations plan to the team, evaluating the service operations performance and implementing corrective action for improvement.

Course Schedule

Medium

4 Dec - 11 Dec 2020
Friday - 9am to 6pm
English
1 & 8 Dec 2020
Tuesday - 9am to 6pm
Mandarin

Manage Partnerships for Service Excellence

This competency unit discuss the knowledge and application skills to establish and maintain relationships to enhance service excellence. It addresses how to assess and evaluate the effectiveness of service partnerships and implement continual improvements to strengthen relationships with service partners.

Course Schedule

Medium

18 Dec 2020 - 08 Jan 2021
Friday 9am - 6pm
English
15 & 22 Dec 2020
Tuesday - 9am to 6pm
Mandarin


Elective Courses

Write a Business Plan

One of the key elements for a successful business is to have comprehensive business plan. This 2-day workshop helps participants to write an impressive business plan through systematic approaches which include interpreting the outline and objectives of a business plan, identifynig and extracting necessary information to draft the business plan, as well as presenting the draft business plan to relevant stakeholders for endorsement.

Course Schedule

Medium

01 Jan - 8 Jan 2021 
Friday - 9am to 6pm
English
29 Dec 2020 & 5 Jan 2021
Tuesday - 9am to 6pm
Mandarin

Fundamentals of the Personal Data Protection Act

The 2-day course introduces the overview of the Personal Data Protection Act (PDPA), the process an organisation could adopt to comply with the act, and identify possible areas of non-compliance.

Participants will also learn how to develop a process for handling complaints and breaches, as well as get their organisation started in fulfilling their obligations under the PDPA. an impressive business plan through systematic approaches which include interpreting the outline and objectives of a business plan, identifynig and extracting necessary information to draft the business plan, as well as presenting the draft business plan to relevant stakeholders for endorsement.

Course Schedule

Medium

3 & 10 Oct 2020
Sat - 9am to 6pm
English
10 & 17 Oct 2020
Sat - 9am to 6pm
Mandarin



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