SE WSQ - Deliver Service
Excellence, Operations
Date
6 - 7 April 2009
6 - 7 August 2009
3 - 4 August 2009
Introduction
In this course, the
participants will have the knowledge and skills to apply organisational service
values and use organisational systems to provide excellent customer service;
follow-up post/sales service support, utilise and update a customer database
when working individually and in service teams.
Objective
This
course aims to equip the participants to:
- Apply
Organisational Service Values and Use Organisational Systems
-
Contribute to Service Team Effectiveness,
-
Follow-up Post / Sales Service Support,
- Utilise
and Update a Customer Database when working individually and in service
teams.
Outline
1. Apply
Organisational Service Values and Systems
-
Use
organisational service culture and values to guide service delivery
decisions.
-
Communicate service delivery procedures and policies to customers and staff
clearly and courteously, where necessary.
-
Source work instructions relevant to a personal job role.
-
Use
organisational systems and follow organisational procedures to carry out
service tasks.
-
Use
organisational systems and follow organisational procedures to record
service processes or outcomes.
-
Seek
advice from relevant personnel in clarifying service systems and procedures
when appropriate.
2.
Contribute to Service Team Effectiveness
-
Communicate with other service team members to identify service team
purpose, goals, plans, objectives and each member’s roles and
responsibilities.
-
Participate actively in service team activities to achieve service team
objectives.
-
Accept responsibility for personal and team performance by seeking
assistance/support from team members and providing assistance/support to
service team members where necessary.
-
Give
and receive feedback to identify and resolve problems which impede service
team performance.
-
Role
model behavior, within the team, to enhance the organisation’s image.
-
Follow accepted workplace communication systems and procedures to
communicate with service team members and relevant managers.
3.
Follow up Post Sales / Service Support
-
Assure customers of service delivery promise, provide personal contact
details and/or obtain customers’ personal contact details at close of
transaction.
-
Inform customers of changes impacting on fulfillment on service delivery
promise, where appropriate.
-
Respond promptly to resolve customers’ post service delivery problems.
4. Utilise and Update a
Customer Database
-
Uphold the confidentiality and security of the customer database as required
by organisational policy and legal requirements.
-
Store accurate customer records securely according to organisation’s
policies and procedures.
-
Accurately identify and follow up with regular and /or targeted customers in
accordance with the organisational marketing policy.
-
Utilise customer records to notify customers accurately on products and
services of possible interest.
- Record purchases
related to customer clubs and reward schemes where required according to the
organisation’s promotional activities.
Training
Methodology
The
training approaches used are varied, enriching and fun. The learning journey
includes:
- Mini
lectures to impart the concepts and theories
-
Interactive activities like group discussions and games
- Group
and individual exercises like role-plays
Benefits to Participants
Briefly,
by the end of this module, participants will be equipped to:
- Demonstrate
understanding of organisation service values and systems to perform service
delivery.
- Interact and perform
service delivery as teams to achieve service team’s objectives.
- Perform post sales
service support and establish relationship to ensure business continuity.
- Maintain and update
customer’s database as well as to perform service follow-up with customer’s
loyalty and reward program in line with organisation’s promotional schemes.
Certificate
Participants
who have achieved
at least 75% in attendance and have successfully demonstrated competence in all
the knowledge and skills requirements in this training and assessment package
will be awarded with a Statement of Attainment (SOA) awarded by WDA.
Duration
2 days; 16 hrs, 9am - 6pm
Course Fees
and Funding*
|
Fees |
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
IMPORTANT NOTE:
1. Replacement are allowed without charge. Please inform us of the replacement
in writing at least 3 days before the commencement date.
2. Cancellation received less then 10 working days prior to the workshop will
carry a 30% administration fee.
3. Confirmation will be sent out via email 2 weeks prior to the commencement date.
4. SHRI reserves the right to reschedule/cancel a workshop in the event of
unforeseen circumstances.
For further
information, please contact Mr Subbu via phone (65) 6438 0012, fax
(65) 6299 4864, or email
subbu@shri.org.sg
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