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 2010
Lead A Service Team >>	27 - 29 Apr; 18 - 20 Aug; 13 - 15 Dec
Building Relationships with Customers >>	15 - 17 Mar; 5 - 7 Jul; 3 - 5 Nov
Coach Service Teams and Individuals >>	22 - 24 Sep
Implement Continual Improvements in Service Delivery >>	To be confirmed
Operations	Public-run dates for Year 2010
Provide GEMS Service >>	9 - 10 Mar; 1 - 2 Jul; 1 - 2 Nov
Deliver Service Excellence >>	6 - 7 Sep; 6 - 7 Dec
Offer Customised and Personalised Service >>	16 - 17 Mar; 16 - 17 Jun; 14 - 15 Oct

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$264.00 (90% of course fees capped at $11 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$217.50	S$217.50
SRP Absentee Payroll Available#	S$240.00 (80% of hourly basic salary capped at S$10 per hour, whichever is lower)	S$240.00 (90% of hourly basic salary capped at S$10 per hour, whichever is lower)

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$176.00 (90% of course fees capped at $11 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$80.80	S$80.80
SRP Absentee Payroll Available#	S$160.00 (80% of hourly basic salary capped at $10 per hour, whichever is lower)	S$160.00 (90% of hourly basic salary capped at $10 per hour, whichever is lower)

*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
 

2 Serangoon Road Level 6 The Verge Singapore 218227  Tel +65 6438 0012  Fax +65 6299 4864  enquiries@shri.org.sg

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