WSQ Advanced Certificate In Service Excellence (Supervisory)

WSQ Advanced Certificate In Service Excellence (Supervisory)

About the Course

The WSQ Advanced Certificate in Service Excellence aims to groom Service Coaches with the skills and competencies to nurture and supervise staff for service excellence. The competencies at this level are aimed at grooming service coaches to be role models to new entrants. Competencies include coaching skills, as well as relationship management skills to build their ability to establish customer relationships. Individuals will also be introduced to skills in managing service operations and service performance.

Course Structure

WSQ SVCF Lvl 3

- Demonstrate characteristics of a role model reflecting the organisation’s vision, mission and values
- Encourage team to deliver service in accordance with organisation guidelines
- Promote a customer-centric culture within the service environment to achieve service excellence
- Monitor performance of self and team to ensure consistency with the organisation’s guidelines
- Recognise resources required for service operations in accordance to the organisation’s service operations plan
- Implement service operations to achieve service excellence in accordance to organisation’s service operations plan
- Resolve performance issues within one’s limits of authority that may occur during service operations
- Monitor feedback from customers and team on service operations
- Recognise the role of a coach in coaching for service performance
- Prepare coaching plan for individuals to address service performance issues
- Demonstrate the use of coaching techniques to address service performance issues
- Monitor progress of individual for improvements in service performance
- Promote an inclusive work environment which embraces diversity
- Build team cohesion to achieve organisational service excellence
- Manage challenges and opportunities relating to diversity that have implications on service delivery
- Develop knowledge of organisation’s product or service offerings and customer profile
- Establish customer rapport to build customer confidence in accordance with the organisation’s guidelines
- Provide post-sales follow up in accordance with the organisation’s guidelines
- Respond to service opportunities and escalated service challenges to reinforce customers’ confidence in the organisation
- Recognise the importance of organisation’s service standards in attaining service excellence
- Assess gaps between actual service performance and organisation’s service standards
- Communicate service performance levels to motivate team to achieve service excellence
- Monitor service performance levels for effectiveness of actions taken
- Gather information relating to the industry in which the organisation operates
- Analyse impact of internal and external trends on the organisation
- Monitor internal and external trends relevant to the industry in which the organisation operates in

Fees

Module
Duration Course Fee
Self Sponsored
Company Sponsored
Module 1 – 6  16 hours

(per module)

$363.80

(per module)

1SDF: $72.75
2MCES: $36.40
3WTS: $18.20
4*YM : $14.55(per module)
Non-SMEs
1SDF: $72.75
2MCES: $36.40
3WTS: $18.20
SMEs
1SDF / 2MCES: $36.40
3WTS: $18.20(per module)

Elective Module(s)

Module
Duration Course Fee
Self Sponsored
Company Sponsored
7) Acquire Industry Knowledge 8 hours $224.70 1SDF: $44.95
2MCES: $22.50
3WTS: $11.25
4*YM : $9.00
Non-SMEs
1SDF: $44.95
2MCES: $22.50
3WTS: $11.25
SMEs
1SDF / 2MCES: $22.50
3WTS: $11.25
A WSQ Statement of Attainment (SOA) awarded by SkillsFuture Singapore (SSG) will be issued to you for each module (*if the requirements below are met).
 
*A minimum of 75% attendance is to be achieved and be graded as “Competent” in the assessment/s for each WSQ module.

*All prices are inclusive of 7% GST
1Skills Development Fund (SDF) – Singapore Citizens/PR, aged 21 years and above
2SkillsFuture Mid Career Enhanced Subsidy (MCES) – Singapore Citizens, aged 40 years and above
3Workfare Training Scheme (WTS) – Employed Singapore Citizens, aged 35 years and above, earning not more than SGD$2,000 per month
4Yayasan MENDAKI (YM) Subsidy – Employed/ Unemployed Malay/Muslim Singapore Citizens/PR

 

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