WSQ Advanced Certificate In Service Excellence (Supervisory)

WSQ Advanced Certificate In Service Excellence (Supervisory)

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.

  • 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
COURSE FEE

$ 400.00
(per module)

(inclusive of 7% GST - $ 26.17)
  • 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
COURSE FEE

$ 400.00
(per module)

(inclusive of 7% GST - $ 26.17)
  • 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
COURSE FEE

$ 400.00
(per module)

(inclusive of 7% GST - $ 26.17)
  • 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
COURSE FEE

$ 400.00
(per module)

(inclusive of 7% GST - $ 26.17)
  • 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
COURSE FEE

$ 400.00
(per module)

(inclusive of 7% GST - $ 26.17)
  • 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
COURSE FEE

$ 400.00
(per module)

(inclusive of 7% GST - $ 26.17)
  • 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
COURSE FEE

$ 250.00
(per module)

(inclusive of 7% GST - $ 16.36)
Gossip Town