Service Planning and Implementation to Boost Customer Satisfaction
About This Course
This WSQ Service Planning and Implementation to Boost Customer Satisfaction course equips participants with the essential skills to align individual roles with their organisation’s vision, mission, and values within the service value chain. Participants will gain insights into fostering a strong service culture, understand service standards, and collaborate effectively in teams to consistently deliver high-quality customer service. Emphasis is placed on personal accountability and team dynamics to strengthen service delivery across all customer touchpoints.
The course also focuses on practical strategies for effective communication, resolving service performance issues, and managing customer feedback. Learners will develop skills to monitor personal service performance, apply timely follow-up actions, and escalate issues when necessary to uphold service standards. Additionally, participants will learn to identify and fulfil common customer information needs using internal and external resources. This course is ideal for individuals seeking to enhance their contribution to customer satisfaction in any service-oriented role.
What You'll Learn
LO1 - Recognize the significance of one’s role within the service value chain while aligning with the organisation’s vision, mission, or values.
LO2 - Deliver service collaboratively as part of a team, adhering to the organisation’s service standards.
LO3 - Apply effective communication skills based on the principles of effective team communication.
LO4 - Address service performance issues by applying appropriate follow-up actions and monitoring personal performance.
LO5 - Escalate service performance issues in accordance with the organisation's service escalation process to uphold service standards.
LO6 - Acquire and provide information commonly sought by the organisation's customers.
Entry Requirements
Knowledge and Skills
• Able to operate using computer functions
• Minimum 3 GCE ‘O’ Levels Passes including English or WPL Level 5 (Average of Reading, Listening, Speaking & Writing Scores)
Attitude
• Positive Learning Attitude
• Enthusiastic Learner
Experience
• Minimum of 1 year of working experience
Target age group: 21-65 years old