About Us

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


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:


Total Training Hours: 24 hours (3 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


Please call 63341080 for more information



Mode of Delivery:


Total Training Hours: 24 hours (3 days)
Registration Closing Date: 7 days before course commencement

Course Fees

Category Singapore Citizens & Permanent Residents Employer-sponsored and Self-sponsored Singapore Citizens aged 40 years and above SME-sponsored Local Employees (i.e Singapore Citizen & Permanent Residents)
Course Fees $560.00 $560.00 $560.00
GST (8%) $44.80 $44.80 $44.80
Total Fee Payable to SCCIOB $604.80 $604.80 $604.80

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



  In-Classroom Training Synchronous e-learning
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