CRS-Q-0026877-SVCF
This course covers knowledge and application skills to develop a service operations plan in order to deliver service excellence. It involves developing a service operations plan which is in line with the customer-focused strategy, communicating the service operations plan to the team, evaluating the service operations performance and implementing corrective action for improvement.
Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).
- Develop service operations plan that is in line with the organisation’s customer-focused strategy
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Communicate service operations plan to team
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Evaluate performance of service operations against organisation’s key performance indicators
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Implement corrective actions to improve service operations performance
Develop service operations plan that is in line with the organisation’s customer-focused strategy
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Develop a roadmap for an organisation which charts out key organisational functions and resources to meet or exceed the expectations of customers
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Understand the organisation’s direction and goals for medium to long term plans
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Align service operations plan to the organisation’s strategy, to achieve its vision, mission and values
Communicate service operations plan to team
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Communicate service operations plan to team:− Customer-focused strategy− Customer operations guidelines− Service standards− Service recovery framework
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Use appropriate platforms to communicate to service coaches, professionals, and other business units / divisions:− Team meetings− Morning roll-calls− Townhall sessions
Evaluate performance of service operations against organisation’s key performance indicators
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Use appropriate methods to evaluate performance by comparing actual performance against key performance indicators, service standards or other benchmark indicators
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Obtain feedback from key stakeholders, customers and team
Implement corrective actions to improve service operations performance
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Carry out planned activities or actions to resolve problems− Improve the design of products and services− Review the allocation of resources for service operations− Adjust standard operating procedures to improve efficiency
Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, videos, and case studies.
This course is suitable for customer experience managers, store / branch managers, heads of departments, and outlet managers.
Categories
More Information
- (Local Institution) MDIS - Service Quality Centre
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