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)