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
Pre-requisites
- PSLE / GCE ‘N’ / ‘O’ levels
- ESS Workplace Literacy and Numeracy Level 3
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
Certificate Obtained and Conferred by
Statement of Attainment (SOA) from SkillsFuture Singapore (SSG)
Categories
More Information
- NTUC LearningHub
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