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Service Excellence (SV CF)

The Service Excellence Competency Framework (SV CF) provides a whole-of-company capability development roadmap for organisations embarking on their service excellence journey. The SV CF is designed to help organizations create and define their desired service experiences through building organisational capabilities for innovation and productivity. It also aims to professionalise service careers through an embedded Workforce Skills Qualifications (WSQ) pathway for career progression. The SV CF advocates adoption of both "inside-out" and "outside-in" approaches to sustaining service excellence by focusing on 6 capability areas: Leadership, Planning & Process, People, Customer Experience, Information & Results and Service Innovation.

Level 1

The Certified Service Professional Programme is a 5-day foundation course in customer service skills. You will learn about the mindset and passion of a service professional as well as the basics of customer service, going the extra mile for the customer, giving the customer a personalised and customised service and delighting the customer in a team setting. You will also learn and apply the concepts via the route of adult learning and through various simulated activities where participants will be assessed throughout the programme.

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This programme covers knowledge and application skills in demonstrating the organisation’s service vision, and recognising the role that all staff members play in contributing to an organisation’s service vision.

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A challenge for Singapore as she moves into her next phase of development is the need to sustain economic growth through development of a highly skilled workforce. Hence, there is a need for us to have an understanding of the importance of service innovation as well as related the methods and opportunities which will be vital in generating ideas that contribute to service innovation. By applying the newly acquired attitudes, knowledge and skills to real life customer service challenges; you will be able to generate innovative solutions to meet the challenging customer service issues faced by your organisation.

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This programme introduces concepts in service process, systems design & improvement and deployment of planned service initiatives. You will also learn to manage resources, based on the present & future needs and expectations of all the stakeholders of the organisation, with an aim to streamline operations to save cost and improve productivity.

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This module introduces concepts on diversity – the promotion of inclusiveness and the application of emotional intelligence leading to effective interactions with team members and customers, as well as the demonstration of resilience in the face of a diverse environment. You are to apply knowledge and skills in recognising the types of diversity markers, being effective in using emotional intelligence to handle difficult situations and staying resilient under all situations. It climaxes at reminding individuals to use effective tools to monitor their own actions to ensure a harmonious working service environment.

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Level 3

The Coach for Service Performance module focuses on addressing the skills and knowledge to coach individuals for service performance. It involves identifying the coaching needs of individuals and preparing & delivering a coaching plan. It also includes the use of coaching techniques to close service gaps and monitor the progress of individuals for improvements in service performance.

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The Establish Relationships for Customer Confidence module covers knowledge & application skills to build customer confidence in the organisation and to develop customer relationships that build customer loyalty. It also includes the know-how of handling service opportunities and escalating service challenges.

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“Manage a diverse service environment” focuses teaching you to handle diversity through promoting inclusiveness, building team cohesion and managing diversity challenges and opportunities that may have implications on service delivery at the supervisory level. It is important for supervisors to obtain skills and knowledge in handling colleagues from difficult backgrounds in order to create a harmonious working environment.

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This module introduces concepts that are crucial for individuals to show the way and lead as an example in a trade where it is essential to be hands-on, demonstrative, practical and on-the-job. The individual’s experience must translate into wisdom on all counts. The completion of this module should result in you being able to align your own values to service values, demonstrate service branding clearly to ensure that a customer-centricculture is built on a genuine desire to serve and cater to the customers’ needs and wants. It is vital to reinforce that customers are not always right, but they are to be always to be respected and they are in all counts – important.

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Level 4

Customised for the Management level attendees, the “Develop New Product / Services” module focuses on addressing the knowledge & application skills required to develop new product or services to meet customer needs & expectations. It covers the planning, development and implementation process of the newly developed product or service offering.

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This module covers the knowledge and application skills to develop a service recovery framework. This involves analysing service challenges to ascertain service delivery gaps, developing a service recovery framework, cascading the service recovery procedures to staff and evaluating the impact of the strategies.

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This programme covers the knowledge and application skills in promoting a service innovation culture within the organisation. It involves leading a team to generate service innovation ideas, facilitating its implementation and evaluating the success of implemented service innovation ideas.

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The Lead with Service Vision module focuses on the knowledge and application skills in leading a team to deliver service excellence that is in line with an organisation’s customer-focused strategy. It includes promoting a customer-centric environment to influence teams to achieve service excellence and analysing a team’s performance to identify areas for improvement.

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The “Manage Partnerships for Service Excellence” module focuses on addressing the skills and knowledge that you will need in order to successfully establish and maintain relationships to enhance service excellence with service partners within and outside of your organisation. It involves assessing the effectiveness of the performance of service partnerships, and implementing continual improvements to strengthen relationships with service partners.

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