Service Planning and Implementation Level 1 (SFw) (Synchronous e-learning)
Course Reference Number: CRS-Q-0039548-RET
Course Objectives
This skill describes the ability to apply the knowledge and skills for service planning and implementation with the mindset to go the extra mile in providing excellent service. It involves demonstrating the qualities and characteristics of a service professional, creating a positive customer experience by offering customised and personalised service, and escalating areas of improvement that may enhance the customers’ experience.
Methods of Learning
100% virtual classroom delivery
e-Assessment via webinars / videoconferencing, videos & roleplays
Mini lectures with presentations to explain concepts and theories
Interactive activities including demonstrations
Role-play and case study discussion with mutual sharing and feedback
Learning Outcomes
This skill describes the ability to apply the knowledge and skills in implementing operations for service excellence. At the end of the programme, learners should be able to:
Recognize the role that one plays in the service value chain
Acquire information commonly sought by organisations customers
Deliver service as part of a team according to the organization’s service standards
Escalate service performance issues that affect the organisations service standards
Who should attend
This programme is targeted for:
Customer service personnel
Front line service staff
Mode of Delivery
Synchronous e-learning - 100% e-learning in Synchronous mode via webinar / video conferencing with e-assessment
Course Fee
Full Course fee before SSG funding
$374.50 (inclusive of GST)
Duration
2 Day(s) (15.75 Hrs)
Nett Fee (after SSG funding* and inclusive of GST) (Effective from 1 July 2020) |
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Funding Validity Period: 16 Sep 2019 to 30 Jul 2021 |
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$59.50 After 90% funding (capped at $25/hr) |
$106.75 After 80% funding (capped at $17/hr) |
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Applicable for : Self-Sponsored - Singapore Citizens - Aged 40 years and above Company Sponsored #- SMEs: Singapore Citizens /PRs - Non-SMEs: Singapore Citizens aged 40 years and above |
Applicable for : Self-Sponsored - SingaporeCitizens/PRs - Aged 21 years and above Company Sponsored #- Non-SMEs: Singapore Citizens aged below 40 years/PRs |
Upon successful course completion,self-sponsored singaporeans eligible for WSS scheme may apply for SSG TRAINING ALLOWANCE of $6 per hour, capped at 180 training hours per WSS eligibility year & TRAINING COMMITMENT AWARD*
#Absentee payroll support in addition to course fee funding available for company sponsored candidates.
*Terms and conditions applies to all types of SSG fundings. More details at www.wsg.gov.sg