Reimagine Customer Service
Training Provider: SSA ACADEMY PTE. LTD.
Course Reference: TGS-2023037730
S$135
Original: S$270
Save S$135
About This Course
This beginner-level Critical Core Skills course is designed to help you enhance service quality through innovative approaches. This course covers applying process analysis techniques to identify service gaps and gathering information to address these gaps. Learners learn to brainstorm with co-workers to improve service tasks and processes, test new service processes in your work area, and collect data to monitor their execution. Highly relevant to customer service roles looking to improve their ability to deliver exceptional service and drive continuous improvement in their organizations.
What You'll Learn
This course empowers learners to enhance customer service by analyzing service gaps, generating creative solutions, and testing new processes to improve service delivery. Learners will be able to:
1. Identify Service Gaps – Apply process analysis techniques to evaluate current service processes and identify potential areas for improvement.
2. Gather Information for Improvement – Use various information collection tools to gather insights and identify solutions to close service gaps.
3. Brainstorm Service Improvements – Collaborate with co-workers using lateral thinking and brainstorming techniques to develop and refine new service ideas.
4. Test New Service Processes – Conduct simple tests of new service processes in the workplace to evaluate their effectiveness.
5. Monitor Implementation – Collect and assess information to monitor the execution of new processes against defined success criteria.
Key skills and tools covered include process analysis, problem-solving, lateral thinking, brainstorming, experimentation, and impact measurement, using information collection and evaluation techniques.
1. Identify Service Gaps – Apply process analysis techniques to evaluate current service processes and identify potential areas for improvement.
2. Gather Information for Improvement – Use various information collection tools to gather insights and identify solutions to close service gaps.
3. Brainstorm Service Improvements – Collaborate with co-workers using lateral thinking and brainstorming techniques to develop and refine new service ideas.
4. Test New Service Processes – Conduct simple tests of new service processes in the workplace to evaluate their effectiveness.
5. Monitor Implementation – Collect and assess information to monitor the execution of new processes against defined success criteria.
Key skills and tools covered include process analysis, problem-solving, lateral thinking, brainstorming, experimentation, and impact measurement, using information collection and evaluation techniques.
Entry Requirements
Above 21 years old.
Lower Secondary Education.
WPLN Level 3 or 4.
Course Details
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Note: To apply for this course, visit the SkillsFuture website or contact the training provider directly.
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