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 : Develop Service Operations
This course is relevant to all occupational roles in all industries, such as retail, fast moving consumer goods and hospitality industries. The knowledge and techniques will be useful for managers who are responsible for managing day-to-day operations. Training needs include developing a service operations plan, evaluating the service operations plan against key performance indicators and implementing corrective actions to improve performance.
Module 3 : Optimise Workforce for Service Excellence
This module addresses the skills and knowledge required to ensure that people management/human capital strategies are aligned to the needs of the business. It covers people management/human capital participation in the development of organisational strategy, as well as managing broader consultative processes within the organisation. It is also designed to equip HR professionals with the skill sets and a structured approach to engage with business leaders on matters related to business priorities and translating that into HR focus areas and practices. The skills, knowledge and competencies learnt from this workshop, if well applied, will position learners as a strategic partner who can help drive business success by effectively translating business priorities into HR strategies. By attending this module, students can improve their ability to understand the business planning process.
Module 4 : Manage 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 5 : 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 6 : 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 : Analyse Service Quality for Customer Satisfaction
The “Analyse Service Quality and Customer Satisfaction” module covers knowledge and application skills in analyzing customer data to establish and improve the level of service quality and customer satisfaction in the organization. This involves analyzing service quality and customer satisfaction results, communicating findings and implementing improvement plans to close gaps
Module 8 : 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 9 : 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.
Module 10 : Drive Service Quality And Customer Satisfaction
The “DRIVE Service Quality and Customer Satisfaction” module covers knowledge and application skills in assessment of service quality and customer satisfaction levels within an organisation. This involves identification of relevant benchmark criteria and key performance indicators to monitor and manage customer information for service excellence.