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WSQ Service Excellence Level 4
Be The Service Leader!
Groom the skills and competencies to operationalise and implement service excellence in your organisation.


Develop New Products/Services
(Conducted in: English / Mandarin)

Learn how to innovate product or service offerings and ensure that it is in line with customer’s needs and expectations.

Course Schedule:
Medium  Schedule
 English  01 & 08 March 2018 
 Every Thursday, 9am - 6pm
 Mandarin 04 & 11 April 2018  
Every Wednesday, 9am - 6pm
  


Foster Service Innovation 
(Conducted in English / Mandarin)  

Promote service innovation culture within the organisation and lead your team in generating service innovation ideas. 

Course Schedule:
Medium  Schedule
 English  03 & 10 April 2018  
Every Wednesday, 9am - 6pm
 Mandarin 26 February  & 05 March 2018 
Every Monday, 9am - 6pm
 


Optimise Workforce for Service Excellence
(Conducted in English / Mandarin) 

Acquire the fundamental skills on how to develop manpower resource plan and evaluate performance of team in line with the service operations plan.

Course Schedule:
Medium  Schedule
 English  20 & 27 March 2018 
Every 
Tuesday,   9am - 6pm
 Mandarin 26 February & 5 March 2018 
Every Monday, 9am - 6pm
  


Analyse Service Quality and Customer Satisfaction Develop Service Recovery Framework 
(Conducted in English / Mandarin) 

It covers the knowledge and skills in analysing service quality and customer satisfaction. It includes develop service recovery framework and implement improvement plans to close the service gaps.
Course Schedule:

Medium  Schedule
 English  28 Feb, 7 Mar & 14 Mar 2018
Every Wednesday, 9am - 6pm 
 Mandarin  (To be confirmed)
  


Lead with Service Vision
(Conducted in English / Mandarin) 

This unit covers knowledge and application skills in leading a team to deliver service excellence that is in line with the organisation’s customer-focused strategy. It includes promoting a customer-centric environment and analysing the team’s performance to identify areas of improvement.

Course Schedule:
Medium  Schedule
 English  17 & 24 April  2018
 Every Tuesday, 9am - 6pm 
 Mandarin   28 February & 7 March 2018 
 Every Wednesday, 9am - 6pm 
 


Develop Service Operations 
(Conducted in English / Mandarin) 

This unit covers knowledge and application skills to develop a service operations plan in order to deliver service excellence. It involves developing a service operations plan which is in line with the customer-focused strategy, communicating the service operations plan to the team, evaluating the service operations performance and implementing corrective action for improvement.

Course Schedule:
Medium  Schedule
 English   27 February & 6 March 2018 
 Every Tuesday, 9am - 6pm 
 Mandarin 26 March & 2 April 2018 
 Every Monday, 9am - 6pm
 


Elective Courses

Write a Business Plan
(Conducted in English / Mandarin) 

One of the key elements for a successful business is to have comprehensive business plan. 

This 2-day workshop helps participants to write an impressive business plan through systematic approaches which include interpreting the outline and objectives of a business plan, identifynig and extracting necessary information to draft the business plan, as well as presenting the draft business plan to relevant stakeholders for endorsement. 

Course Schedule:
Medium  Schedule
 English   5 & 12 April 2018
 Every Thursday, 9am - 6pm 
 Mandarin 18 & 25 April 2018
 Every Wednesday, 9am - 6pm 
 


Fundamentals of the Personal Data Protection Act 
(Conducted in English / Mandarin) 

The 2-day course introduces the overview of the Personal Data Protection Act (PDPA), the process an organisation could adopt to comply with the act, and identify possible areas of non-compliance. Participants will also learn how to develop a process for handling complaints and breaches, as well as get their organisation started in fulfilling their obligations under the PDPA. an impressive business plan through systematic approaches which include interpreting the outline and objectives of a business plan, identifynig and extracting necessary information to draft the business plan, as well as presenting the draft business plan to relevant stakeholders for endorsement. 

Course Schedule:
Medium  Schedule
 English   15 & 22 March 2018
 Every Thu, 9am - 6pm 
 Mandarin  To be confirmed
 





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