Our Programmes

Module Content

• Align performance standards of the team to the organisation’s vision, mission and values
• Use service design tools to translate the organisation’s vision, mission and values into the desired customer experience
• Analyse performance of team to identify follow-up actions for improvement

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.
 

Learning Outcomes

1. Select and implement the method to operationalise as well as to align the team’s performance standard to the organisation’s
2. Select the appropriate service design tool to translate the organisation’s vision, mission and values into desired customer experience to achieve service excellence
3. Choose the appropriate strategies to promote a customer centric environment within the organisation to achieve service excellence
4. Select and apply the appropriate method to influence team performance to achieve service excellence
5. Apply various methods to analyse the performance of the team and to identify areas of improvement to achieve service excellence