learning that lasts

  Programs marked by an asterisk (*) are also available as Public Workshops.

1. Strategize Service Operations  

Skill Standard: Strategize Service Operations 

Who is This Program For? Supervisors, Team Leaders, Managers 

Duration: 1 Day

Description: 

This workshop provides the insight into the development of an operations strategy, processes to be put in place and the infrastructure requirements. As business and market environments continue to evolve, forward-looking organizations must ensure that their operational capabilities are continually reviewed and improved upon to meet growth in demand as well as during adversity in the market environment.

2. Develop Service Operations

Skill Standard: Develop Service Operations 

Who is This Program For? Supervisors, Team Leaders, Managers 

Duration: 2 Days

Description: 

In differentiating themselves from the competition, many organizations have developed customer-focused strategies to achieve service excellence. This two-day workshop aims to provide participants with the understanding and knowledge on the processes to develop the service operations plan, communication approach, methods involved to review performance against pre-defined metrics and the corrective actions required for improvements.

3. Manage Service Operations

Skill Standard: Manage Operations for Service Excellence 

Who is This Program For? Supervisors, Team Leaders, Managers 

Duration: 2 Days

Description: 

This workshop is designed to provide participants with the knowledge and application skills in the effective manage­ment of resources, along with the use of organizational guidelines to manage service operations. It involves recognizing resources and implementing service operations to achieve service excellence, resolving perfor­mance issues and monitoring feedback from customers.

4. Team Service Excellence  

Skill Standard: Implement Operations for Service Excellence 

Who is This Program For? Front Line Customer Service Professionals 

Duration: 2 Days

Description:  

Delivering customer service that delights the customer requires a team effort. Participants will see how each touchpoint in the service chain affects the customer’s perception of their organization, their role in meeting the customer’s needs and be equipped with skills to work as a team and resolve potential conflict situations.

5. Team Service Excellence +

Skill Standard: Implement Operations for Service Excellence & Respond to Service Challenges 

Who is This Program For? Front Line Customer Service Professionals 

Duration: 2 Days

Description: 

Providing excellent service is not the sole responsibility of one person. Team members who appreciate each other’s roles and work in partnership will ultimately delight customers with a seamless customer experience. In addition to looking at how to manage service touchpoints and fostering team work to provide quality service, this workshop equips participants with the skills required to overcome challenging service situations. This integrated package comprises ‘Team Service Excellence’ and ‘From Moments to Memories’ and offers learners a route to acquire the key competencies in these two modules in one sitting. 

6. Process Management

Who is This Program For? Supervisors, Team Leaders, Managers 

Duration: 2 Days

Description: 

Process Management focuses on the effective management of business processes across functional organizations/ business units. This workshop aims to help participants better understand and facilitate process mapping and analysis as well as to equip participants with the practical how-to on process improvement on the three levels of performance – organizational, process and the job levels.