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Service Planning and Implementation Level 1 (SFw) (Synchronous e-learning)

Course Reference Number: TGS-2019504427

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

$374.50 (inclusive of GST)

Miscellaneous Fees

Make-up Session - $10.70 (inclusive of GST)

Appeal & Re-assessment - $21.40 (inclusive of GST)

Duration

2 Day(s) (15.75 Hrs)

Teacher : Students Ratio

1:20

Nett Fee after SSG’s Course Fee Funding

Funding Validity Period: 01 Jan 2022 to 30 Jul 2023

Singapore Citizens (SCs), Permanent Residents (PRs) and Long Term Visit Pass Plus (LTVP+) Holders * Up to 50% of course fees $ 199.50
Inclusive of GST
SCs aged ≥ 40 years old (SkillsFuture Mid-career Enhanced Subsidy) Up to 70% of course fees $ 129.50
Inclusive of GST
SMEs (Enhanced Training Support for SMEs)

 * Self-sponsored individuals must be at least 21 years old.

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*

The WSS trainees need to register for PayNow linked to NRIC (not mobile number) in order to receive the WSS training allowance.

 #Absentee payroll support in addition to course fee funding available for employer-sponsored candidates.
 *Terms and conditions applies to all types of SSG fundings. More details at www.tpgateway.gov.sg