Implement Operations for Service Excellence (16 hrs) by MDIS

• Recognise the role that one plays in the service value chain
• Acquire information commonly sought by organisation’s customers
• Deliver service as part of a team according to the organisation’s service standard
• Escalate service performance issues that affect the organisation’s service standards

Recognise the role that one plays in the service value chain

• Understand what is service value chain and recognise one’s role in it
• Know the importance of one’s role in delivering service to customers, individually or as a team member

Acquire information commonly sought by organisation’s customers

• Identify the information commonly sought by the organisation’s customers
• Know where to acquire the commonly sought information

Deliver service as part of a team according to the organisation’s service standards

• Understand and apply the principles of effective team communication as part of a team to deliver service
• Know why and how to deliver service with alignment to organisation’s service standard
• Apply effective communication skills when delivering service to customers

Escalate service performance issues that affect the organisation’s service standards

• Know the types of service performance issues
• Know when and how to escalate service performance issues through appropriate channels

Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.

This course is suitable for customer-facing staff, customer service representatives, call centre officers, store advisors, and service crew.