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Our Programmes

Manage Service Operations and Performance

Understand the effective management of resources while being able to manage service quality and customer satisfaction.

Module Content

  • Recognise resources required for service operations in accordance to the organisation’s service operations plan.
  • Implement service operations to achieve service excellence
  • Resolve performance issues and monitor feedback from customers and team
  • Recognise the importance of organisation’s service standards in attaining service excellence
  • Assess gaps between actual service performance and organisation’s service standards
  • Communicate and monitor service performance levels

Methodology

Lessons are conducted in a structured yet pragmatic manner as lectures are blended with group discussions, role-plays and individual assessments. The group discussions give participants the opportunities to share their experience while role-playing helps the practice and application of concepts and approaches learned through the course.

Target Participants:

Call Centre Supervisors, Crew/Section/Team Leaders, Assistant Store Managers, Supervisors, Service Team Leaders who are keen to raise service standards and enhance career progression opportunities.

Medium of Instruction:

English

Total Training Hours: 16 hours (2 days)

Assessment and Certification

Participants who achieve 75% attendance and pass the end-of-course assessment will be awarded the Statement of Attainment

Course Schedule

UPCOMIING DATES:

TBA

TIME:

TBA

TRAINING FORMAT:

TBA

Total Training Hours: 16 hours (2 days)
Registration Closing Date: 7 days before course commencement

Course Fees

  Singapore Citizens (21-39 Yrs Old)
& Permanent Residents (21 & above)
SG Citizens ≥ 40Yrs /
SME Sponsored
Full Course Fees (incl. 7% GST) $599.20 $599.20
Training Grant $408.00 $504.00
Amount Payable (incl. 7% GST) $191.20 $95.20

Prices shown are not inclusive of application fee and/or any other additional fees that may be stipulated.

Course fees can be offset by using your SkillsFuture Credit!

 

  In-Classroom Training Synchronous e-learning
TGS Code TGS-2020513826 TGS-2019503842
Course Support Period 28 Nov 2020 to 19 Oct 2022 01 Sep 2019 to 19 Jun 2023

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