2 - Capelle Academy
2 - Capelle Academy
2 - Capelle Academy
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SERVICE EXCELLENCE WSQ PROGRAMS<br />
SUPERVISORY<br />
1. UP! Your Service College<br />
- Course 300<br />
Increasing Customer Loyalty (2 Days)<br />
(Mapped to ‘Build Relationships with Customers’)<br />
This course teaches participants how to convert<br />
customers into loyal ambassadors, bounce back with<br />
service recovery, take care of angry customers, handle<br />
difficult service situations and manage customer<br />
expectations.This course is useful for everyone who<br />
serves external customers or internal service partners.<br />
2. Lead a Service Team (2 Days)<br />
This course will equip participants with the knowledge<br />
and application skills to promote team effectiveness<br />
by developing team plans to meet expected service<br />
outcomes, leading a small service team and proactively<br />
working with organizational line management to<br />
improve service delivery.<br />
3. The Service Coach (2 Days) &<br />
Coach Service Team & Individuals<br />
(3 Days)<br />
This module will equip participants with the knowledge<br />
and application skills to provide coaching in<br />
organizational service environments. It includes<br />
preparing to coach, coaching on-the-job and following<br />
up on the results of coaching.<br />
care·deliver<br />
4. Lead Team in Service Innovation<br />
(2 Days)<br />
(Mapped to ‘Lead a Team to Participate in Service<br />
Innovation Processes’)<br />
Innovation is recognized at the key for competitive edge<br />
for any company, not just those in the service sector.<br />
Team leaders and their members are the people who<br />
interact closely with the customers and are the “eyes<br />
and ears to the ground”.They are constantly exposed to<br />
how customer think and feel. Organizations that listen to<br />
customer and turn feedback from customers into<br />
valuable inputs for innovation, create value that<br />
customers desire. Team leaders play a vital role to<br />
facilitate the service innovation process.They are<br />
involved in creating a conductive environment, building<br />
team commitment, guiding team to participate in seeking<br />
innovation opportunities, generating ideas, evaluating<br />
ideas and implementing ideas. This program serves to<br />
equip the team leaders with the essential skills needed<br />
to guide teams to take part in the innovation process.<br />
5. Implement Continual<br />
Improvements In Service Delivery<br />
(3 Days)<br />
This course will equip participants with the knowledge<br />
and application skills in implementing continual<br />
improvements in service delivery in work teams. It<br />
includes encouraging and coordinating the team to<br />
participate in the planning, executing, monitoring and<br />
evaluating of continual improvements in service delivery.<br />
SERVICE EXCELLENCE WSQ 6