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Service Excellence (SV CF)

These courses under the Service Excellence Competency Framework (SV CF) provides a whole-of-company capability development roadmap for organisations, so companies can create and define their desired service experience. These courses also aims to professionalise service careers for individuals through a Workforce Skills Qualifications (WSQ) pathway.

WSQ level 1

  • Explain the importance of go-the-extra-mile service (GEMS)
  • Present yourself professionally
  • Apply the 5A* GEMS approach when attending to customers
  • Apply the 5A* GEMS approach to manage service challenges
  • How to stay positive as a service professional
  • Keep improving yourself as a service professional

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  • Explain the importance of go-the-extra-mile service (GEMS)
  • Present yourself professionally
  • Apply the 5A* GEMS approach when attending to customers
  • Apply the 5A* GEMS approach to manage service challenges
  • How to stay positive as a service professional
  • Keep improving yourself as a service professional

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  • Recognise the role you play in contributing to your organisation’s vision, mission and values
  • Demonstrate service delivery in accordance with your organisation’s vision, mission and values
  • Monitor your own performance to ensure consistency with your organisation’s vision, mission and values

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  • Recognise the importance of service innovation in the organisation
  • Generate potential service innovation ideas to transform the customer experience
  • Evaluate potential service innovation ideas according to your organisation’s criteria
  • Present service innovation ideas to stakeholders

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  • Recognise the role one plays in the service value chain
  • Acquire information commonly sought by the organisation’s customers
  • Deliver service as part of a team according to the organisation’s service standards
  • Escalate service performance issues that affect the organisation’s service standards

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  • Recognise the impact of one’s professional image and persona on the organisation
  • Project a professional image and persona in accordance with organisational guidelines
  • Demonstrate effective communication skills when interacting with customers at the workplace

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  • Recognise the diverse range of customers and their needs and expectations
  • Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations
  • Create a positive customer experience by offering customised and personalised service in accordance with organisation guidelines
  • Escalate feedback on areas of improvement to enhance the customer experience

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  • Recognise triggers in the service environment that may lead to potential service challenges
  • Use service recovery procedures to respond to service challenges in accordance with organisation guidelines
  • Escalate unresolved service challenges in accordance with the organisation’s guidelines

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  • Recognise the importance of inclusiveness when working in a diverse service environment
  • Apply emotional intelligence when interacting with your team members and customers in a diverse service environment
  • Demonstrate resilience when faced with challenges in a diverse service environment
  • Monitor your own actions in handling diversity in a diverse service environment

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CORE UNITS (12 CREDIT VALUES)

  • Demonstrate the Service Vision
  • Implement Operations for Service Excellence
  • Work in a Diverse Service Environment
  • Provide Go the Extra Mile Service*
  • Project a Positive and Professional Image*
  • Respond to Service Challenges*
  • Engage in Service Innovation Initiatives

ELECTIVE (1 CREDIT VALUE)

Individuals can take electives from Level 3 modules of the Service Excellence Competency Framework or electives from other WSQ frameworks

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WSQ Level 3

  • Recognise the role of a coach in coaching for service performance
  • Practise innovative and enterprising behaviours
  • Prepare coaching plan for individuals to address service performance issues
  • Demonstrate the use of coaching techniques to address service performance issues
  • Monitor progress of individual for improvements in service performance

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  • Develop knowledge of your organisation’s product or service offerings and customer profile
  • Establish customer rapport to build customer confidence in accordance with your organisation’s guidelines
  • Provide post-sales follow up in accordance with your organisation’s guidelines
  • Respond to service opportunities and escalate service challenges to reinforce customers’ confidence in your organisation

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  • Become aware of diversity markers when managing a diverse service environment
  • Introduce strategies to promote an inclusive work environment
  • Implement strategies to build team cohesion
  • Identify diversity challenges and opportunities
  • Apply methods to manage diversity challenges and opportunities in the service environment

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  • Recognise resources required for service operations in accordance to the organisation’s service operations plan
  • Implement service operations to achieve service excellence in accordance to organisation’s service operations plan
  • Resolve performance issues within one’s limits of authority that may occur during service operations
  • Monitor feedback from customers and team on service operations

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  • Recognise the importance of organisation’s service standards in attaining service excellence
  • Assess gaps between actual service performance and organisation’s service standards
  • Communicate service performance levels to motivate team to achieve service excellence
  • Monitor service performance levels for effectiveness of actions taken

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  • Apply the characteristics of a role model
  • Understand your organisation’s vision, mission and values
  • Apply methods to demonstrate your organisation’s vision, mission and values
  • Apply methods to encourage your team to deliver service
  • Apply methods to promote a customer-centric culture
  • Apply methods to monitor performance

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WSQ Level 4

  • Analyse service quality and customer satisfaction results to determine the organisation’s performance
  • Communicate findings and results to relevant stakeholders
  • Implement improvement plans to close service performance gaps

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  • Use data and resources to assess customer needs and expectations
  • Innovate products or services
  • Establish the criteria for evaluation of developed product/service offerings

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  • Develop service operations plan that is in line with the organisation’s customer-focused strategy
  • Communicate service operations plan to team
  • Evaluate performance of service operations against organisation’s key performance indicators
  • Implement corrective actions to improve service operations performance

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  • Analyse service challenges to ascertain service delivery gaps
  • Develop service recovery framework to address service delivery gaps
  • Cascade service recovery framework to stakeholders
  • Evaluate the effectiveness of service recovery strategies

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  • Promote a service innovation culture within the organisation
  • Lead your team in generating service innovation ideas which are in line with your organisation’s evaluation criteria
  • Facilitate the implementation of service innovation ideas at the workplace
  • Evaluate success of implementing service innovation ideas

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  • Recognise the roles and responsibilities of a leader in applying an organisation’s vision, mission and values into operation
  • Promote a customer-centric environment to influence your team to achieve service excellence
  • Analyse performance of a team to identify follow-up actions for improvement

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  • Establish and maintain relationships with service partners to enhance service excellence
  • Assess performance of service partnerships to identify areas of improvement
  • Implement continual improvements to strengthen relationships with service partners

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  • Develop manpower resource plan in line with organisation’s vision, mission, values and service operations plan
  • Evaluate performance of team in line with service operations plan
  • Optimise manpower resources for service excellence
  • Communicate manpower plans and changes to service team

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