What's In It For Me
- Learn how to plan to meet internal and external customer requirements
- Learn to ensure the delivery of quality service
- Learn how to monitor and review customer service
Course Overview
On completion of this unit, learner shall be able to have the following knowledge and application skills to apply them to the workplace:
- Plan to meet internal and external customer requirements
- Ensure the delivery of quality service
- Monitor and review customer service
Who Should Attend
The programme is suitable for cleaning professionals looking to advance their skills with in-depth training in specialised cleaning or equip themselves with soft skills required for Cleaning Supervisor.
Course Duration
24 hours (including assessment)
Course Outline
- Define service and quality standards to be offered in a given operational area in order to meet organisational service objectives.
- Collaborate with relevant business partners, customers and colleagues to enhance service planning
- Use customer feedback and information to improve service planning.
- Develop specific plans that will ensure sustainable and consistent delivery of quality customer service.
- Identify service risks that may occur during service delivery.
- Develop effective contingency plans to deal with service risks affecting service delivery.
- Request for the resources required to execute service delivery plans.
- Develop specific, measurable and realistic targets for staff delivery service.
- Brief relevant staff on their service objectives and targets in accordance with the service delivery plan.
- Acknowledge excellent service performance to motivate staff.
- Address problems relating to service operations.
- Encourage feedback from internal and external customer and staff on service operations.
- Collect and review feedback from customer and staff on service operations.
- Evaluate service operations against quantitative target set.
- Modify service operations in response to evaluation.
- Address problems relating to service operations.
- Encourage feedback from internal and external customer and staff on service operations.
- Monitor progress of refined service operations.
Mode of Assessment
A 2 hours assessment will be conducted by LHUB at the end of the module.
Certification Obtained and Conferred by
Statement of Attainment (SOA) from SkillsFuture Singapore (SSG)
Categories
Subjects
More Information
- (Local Institution) NTUC LearningHub
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