2 - Capelle Academy

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