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Learning & Organisation Development
Singapore Telecommunications Limited
 
        CORPORATE LEARNING >> ESS & SE WSQ

Service Excellence Workforce Skills Qualifications (SE WSQ)

Why SE WSQ?

-
Competencies are designed to cater to service professionals across industries.
- Designed to align to and support the national Customer Service initiatives.
- Closely aligned to the SPRING Service ScoreCard that drives business excellence.

 
Benefits of SE WSQ

Provide service standards that exceed customer expectations!
Gain the competitive edge by moving from "service quality" to "service excellence".
Instil a business culture geared towards service excellence to drive your business bottom line.
Upgrade the service levels of your organisation to international standards.

 
Service Excellence WSQ
  Leadership Planning Information Customers Results People
Managerial Lead A Customer Service Organisation Provide A Quality Service Organisation

Set Up Systems and Strategies That Support Service Innovation

Interpret and Analyse Customer Intelligence Develop and Customise Service Offerings

Manage High Volume Customer Contract and Communication

Manage Service Operations

Manage Service Improvement

Manage Performance Management Systems

Manage Service Supply Chain

Develop and Implement Process to Benchmark and Measure Service Standards

Manage Human Resources to Achieve Service Excellence
Supervisory       Lead A Service Team

Build Relationships With Customers

Implement Continual Improvements in Service Delivery Coach Service Teams and Individuals
Operations   Provide GEMS Service

Deliver Service Excellence

Offer Customised and Personalised Service

 

SHRI currently offers the following modules:
 
Supervisory Public-run dates for Year 2008
Lead A Service Team 16 - 18 September
Building Relationships with Customers 24 - 26 September
Coach Service Teams and Individuals 14 - 16 April; 4 - 6 August
Implement Continual Improvements in Service Delivery To be confirmed
Operations Public-run dates for Year 2008
Provide GEMS Service 17 - 18 March; 10 - 11 July; 8 - 9 October; 11 - 12 November
Deliver Service Excellence 27 - 28 March; 21 - 22 July
Offer Customised and Personalised Service 27 - 28 February; 18 - 19 March; 22 - 23 July

SDF Funding

SE WSQ (Supervisory)
 
Funding Illustration* (based on 3-day training)
 
   
Description Below 40 years old Above 40 years old
with 'A' Levels & Below
Course Fee

S$450.00

S$450.00

Total Fees (include 7% GST)

S$481.50

S$481.50

Less SDF

S$168.00
(80% of course fees capped at $7 per hour,whichever is lower)

S$264.00
(90% of course fees capped at $11 per hour, whichever is lower)

Fees Payable by Employer

S$313.50

S$217.50

SRP Absentee Payroll Available#

S$96.00
(S$4 / hr capped at 80% of hourly basic salary)

S$108.00
(S$4.50 / hr capped at 90% of hourly basic salary)

SE WSQ (Operations)
 
Funding Illustration* (based on 2-day training)
 
   
Description Below 40 years old Above 40 years old
with 'A' Levels & Below
Course Fee

S$240.00

S$240.00

Total Fees (include 7% GST)

S$256.80

S$256.80

Less SDF

S$112.00
(80% of course fees capped at $7 per hour,
whichever is lower)

S$176.00
(90% of course fees capped at $11 per hour, whichever is lower)

Fees Payable by Employer

S$144.80

S$80.80

SRP Absentee Payroll Available#

S$64.00
(S$4/ hr capped at 80% of hourly basic salary)

S$72.00
(S$4.50 / hr capped at 90% of hourly basic salary)

*Eligibility for funding
- Must be Singaporeans or Permanent Residents of Singapore
- Achieved at least 75% attendance
- Sat for all assessments

#Rates apply to participants who attend training during normal working hours

For more information on SE WSQ, please contact Mr Subbu via phone (65) 6438 0012, fax (65) 6299 4864, or email subbu@shri.org.sg
 

 











   
   
   
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