NTUC LearningHub

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)

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More Information
  • NTUC LearningHub
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Location
  • Devan Nair Institute (e2i), Jurong East St 21, Singapore, South West Community Development Council 609607

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