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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
SERVICE EXCELLENCE WSQ PROGRAMS OPERATIONS 1. UP! Your Service College - Course 100 Achieving Superior Service (2 Days) (Mapped to ‘Provide GEMS Service’) This course teaches fundamental service principles to raise service levels and improve the customer experience at every point of contact. In this essential two-day course, participants learn a common service language and apply proven techniques to quickly solve service problems and boost service performance. 2. UP! Your Service College - Course 200 Building Service Partnerships (2 Days) (Mapped to ‘Deliver Service Excellence’) This course demonstrates the importance of building powerful and lasting partnerships with customers and colleagues.This popular two-day course provides effective tools and proven techniques to help participants increase service commitment, add service value and enjoy lasting win-win results. 3. The Service Innovator (2 Days) (Mapped to ‘Cultivate a Service Innovation Mindset’ and ‘Participate in Service Innovation Process’) This course will prepare learners to adopt service innovation in their work, and to be equipped with skills to initiate and participate in service innovation in their work environment. In so doing, this will lead to higher value creation and increased customer satisfaction. * The 7 SERVICE EXCELLENCE WSQ 4. Provide GEMS Service (2 Days) This course aims to prepare participants to provide “extra mile service” to their customers.The program focuses on the importance of having the right service mindset and how extra mile service benefits themselves and the organization. Participants will also gain confidence in serving their customers by identifying customer needs, applying effective communication techniques and understanding the types of service behaviors that make an exceptional difference to the customer. 5. Deliver Service Excellence (2 Days) This program aims to equip the learner with the knowledge and skills to apply organizational service values and use organizational systems to provide excellent customer service, follow-up post/sales service support, utilize and update a customer database when working individually and in service teams. 6. Offer Customized & Personalized Service (2 Days) This course will equip participants with the knowledge and application skills to proactively offer and recommend service to customers. It includes accessing and communicating specific product and service information required by a diverse range of customers in order to meet customers’ personal needs. programs above are accredited and selectively offered in our Public Run Calendar. Please contact us for in-house runs and upcoming Service Excellence modules. care·deliver
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