Advanced Certificate in Service Excellence

 

This Advanced Certificate will enable the learner to acquire critical competencies to be an effective supervisor to lead their service team and deliver the highest level of service to delight their customers. A learner is required to complete the following 7 modules in order to be awarded the Advanced Certificate in Service Excellence.

Duration: 14 Days / 114 Hrs

Service Excellence (Level 3) (SF)

Objective: The aim of the programme is impart skills and abilities to build customer confidence in the organisation and to develop customer relationships that build customer loyalty. It also involves the know-how of handling service opportunities and escalated service challenges.

Duration: 8 hrs / 1 day 

Course Reference: TGS-2019504645

Course Fee (Funding valid till 29 Oct 23)
Full Fee: $220
After Funding: $22 (SME, MidCareer) $84 (Non-SME)

 

Course Contents:

Build Confidence
1.Enhance knowledge of products and services
2. Enhance knowledge of customer profile
3. Establish customer rapport

Build Relationship
4. Provide post-sales follow up
5. Respond to service opportunities
6. Respond to escalated service challenges

Service Leadership (Level 3) (SF)

Objective: The objective of the programme is to impart to learners the skills and competencies to role model the service vision of an organisation and encourage service excellence

Duration: 16 hrs / 2 days

Course Reference: TGS-2017501506

Course Fee: (Funding Valid till 16 Apr 22)
Full Fee: $320
After Funding: $32 (SME, MidCareer) $64 (Non-SME)

 

Course Contents:

• Characteristics of a role model
• Organisation’s vision, mission and values
• Demonstrate a service role model
• Encourage team to deliver service
• Promote a customer centric culture
• Monitor self service leadership performance
• Monitor team service performance
• Monitor service performance

Service Coaching (Level 3) (SF)

Objective: This skill describes the ability to coach individuals for service performance. It also includes using coaching techniques to close service gaps and monitoring the progress of individuals for improvements in service performance.

Duration: 16 hrs / 2 days

Course Reference: TGS-2019503638

Course Fee: (Funding Valid till 29 May 23)
Full Fee: $320
After Funding: $32 (SME, MidCareer) $64 (Non-SME)

 

Course Contents:

What is Coaching?
Characteristics and roles of a coach
Components of a coaching plan
Methods to identify areas of improvement
Techniques for coaching
Barriers to learning
Techniques for monitoring improvements
Methods to provide feedback on performance

Service Planning and Implementation (Level 3) (SF)

Objective: The objective of the programme is to impart to learners the skills and competencies to manage service operations in accordance to organisational guidelines to achieve service excellence.

Duration: 24 hrs / 3 days

Course Reference: TGS-2017501505

Course Fee (Funding valid till 16 Apr 22)
Full Fee: $520
After Funding: $52 (SME, MidCareer) $112 (Non-SME)

 

Course Contents:

• Resources requirements for service delivery
• Deploy resources according operations plan
• Work with various support / contact centres
• Monitor workload allocation
• Cater to high volume customer situations
• Implement service operations
• Resolve performance issues
• Monitor feedback from customers and team

Service Information and Results (Level 3) (SF)

Objective: At the end of the course, learners will be able to manage service quality and customer satisfaction in an organisation and monitor service performance levels

Duration: 16 hrs / 2 days

Course Reference: TGS-2019504656

Course Fee: (Funding Valid till 29 Oct 23)
Full Fee: $320
After Funding: $32 (SME, MidCareer) $64 (Non-SME)

 

Course Contents:

Service Quality
Monitor service standard
Assess service gaps
Drive corrective actions to address gaps

Customer Satisfaction
Monitor service performance
Communicate service performance to team
Motivate team to achieve excellence
Monitor effectiveness of actions taken

People and Relationship Management (Level 3) (SF)

Objective: The objective of the programme is to impart to learners the skills and competencies to manage a diverse service environment, which involves promoting inclusiveness, building team cohesion and managing diversity challenges and opportunities that may have implications on service delivery.

Duration: 24 hrs / 3 days

Course Reference: TGS-2017501504

Course Fee (Funding valid till 16 Apr 22)
Full Fee: $520
After Funding: $52 (SME, MidCareer) $112 (Non-SME)

 

 

Course Contents:

• Promote an inclusive work environment

• Build team cohesion to achieve excellence

• Manage challenges relating to diversity

Business Negotiation (Level 3) (SF)

Objective: At the end of completion of the programme, the learners will be able to identify negotiation outcomes, desired position of the organisation, roles and responsibilities needed, understand the position, interests and inclination of the opponent and use negotiation techniques to achieve the desired negotiation outcomes 

Duration: 9 hrs / 1 day

Course Reference: TGS-2020503732

Course Fee: (Funding Valid till 4 Aug 22)
Full Fee: $250
After Funding: $25 (SME, MidCareer) $97 (Non-SME)

 

Course Contents:
Negotiation Preparation
Negotiation Outcomes / Objectives
Organisation Position
Negotiation Context
Roles and Responsibilities
Opponent Interests
Cultural / Social Differences

Negotiation Process
Use negotiation process and techniques
Achieve negotiation outcomes
Interpersonal skills
Communication and conflict resolution techniques
Relevant precedents

Negotiation Post
Record and document negotiation
Evaluate negotiation

Course Information:

1. All modules are pegged at Level 3 of Skills Framework for Retail
2. Mode of training are available in Full Time and Part Time for all modules stated in this page
3. Common methodology used for the training delivery include facilitated classroom learning, skills practice, role play, practical performance, group activity and discussion, individual activity and Q&A session
4. A learner will be issued a Statement of Attainment (SOA) upon the fulfilment of all requirements of each module. A learner will be issued the WSQ Advanced Certificate in Service Excellence upon the attainment of the all 7 modules stated in this page
5. Absentee Payroll is applicable for all modules, subject to terms and conditions
6. Information is accurate as 15 Dec 2020

 

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