Module 1: Lead with a Service Vision
This course focuses on the knowledge and skills in leading a service team to deliver service excellence. It involves techniques to promote a customer-centric environment, ways to influence service team towards goals, and methods to monitor team performance for continual improvements
Module 2: Analyse Service Quality For Customer Satisfaction
The “Analyse Service Quality and Customer Satisfaction” module covers knowledge and application skills in analysing customer data to establish and improve the level of service quality and customer satisfaction in the organization. This involves analysing service quality and customer satisfaction results, communicating findings and implementing improvement plans to close gaps
Module 3: Develop Service Recovery Framework
This module seeks to provide you with the knowledge and application skills to develop a service recovery framework. It involves analysing service challenges to ascertain service delivery gaps, developing a service recovery framework. cascading the service recovery procedures to staff and evaluating the impact of the strategies
Module 4: Manage Service Brand
The “Manage the Service Brand” module addresses knowledge and application skills in implementing the organisation’s service brand. It involves monitoring service branding guidelines and taking corrective actions to ensure alignment with the organisation’s service strategy
Module 5: Foster Service Innovation
This module covers knowledge and application skills in promoting the service innovation culture in the organisation. It involves leading a team to generate service innovation ideas, facilitating its implementation and evaluating the success of implemented service innovation ideas.
Module 6: Innovate Customer Experience
This module covers the knowledge and application skills in identifying the elements that forms customer expectations so as to provide the desired customer experience that is line with the organisation’s vision, mission and values. It covers various methods to design, innovate and translate the desired customer experience into a service operations planning
Module 7: Manage Service Partnership For Service Excellence
The “Manage Partnerships for Service Excellence” module addresses the knowledge and application skills required to establish and maintain relationships to enhance service excellence. It involves assessing the effectiveness of service partnerships, and implementing continual improvements to strengthen relationships with service partners
Module 8: Develop New Products and Services
The module covers the knowledge and application skills to develop new product or services to address customer needs and expectations. It covers the planning, development and implementation process of the newly developed product or service offering. This module also explores the roles and responsibility of the New Product Manager and the involvement of the Marketing Department in the launch of a product.
