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A Systemic Approach to Managing and Implementing Service Excellence

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Books-white 2 Day(s)  Coin-white $640.00
     
     
  Overview  
 
  Compared to the past, service quality has improved significantly in the public sector. The constant challenge is to maintain this quality yet come up with new initiatives to push for service excellence. Knowing our customer profile and managing customer expectations are valuable tools for advancing towards the goal of total organisational excellence. At a strategic level, you will look at ways to drive service quality from designing approaches to developing a customer-centric organisation and optimising the service delivery process. You will also learn what service excellence means, what it takes to drive service quality, the characteristics of a service quality leader, and distinctive aspects of service management. As a new addition to this course, you will get to learn : • Design thinking in service process • Mystery customer audits (live practice session) • Case study: Service transformation of Wildlife Reserves Singapore  
 
 
  Objectives  
 
  By the end of this course, you will be able to: • Acquire a customer-focused mindset • Appreciate the critical facets of your leadership role • Acquire a framework to drive service quality implementation • Acquire tools to optimise the service delivery process  
 
 
  Outline  
 
  • The Service Imperative and SQ Leadership • Developing service excellence and creating customer value • Customer service commitment and profiling instrument • Strategic service strategy and the service-profit link • Capturing the voice of the customer – customer expectation/perception gap and its impact on service • Managing employees for excellent service • Customer-centred public service: A three-pronged approach and success stories • Mystery customer audit • Service by design: Blueprinting, fail-safing, setting service standards • Managing service encounters and creating the customer experience  
 
 
  Instructors  
 
 
  Chua_bee_choo_sep3_2017   Vanisa_lee  
  Chua Bee Choo   Lee Lay Peng, Vanisa  
 

Chua Bee Choo conducts training mainly in the areas of customer service and personal effectiveness. Her areas of training include Customer Service, WITS/IQC, Emotional Intelligence, Time Management, Managing and Motivating Frontline Staff for Service Excellence, Working with Difficult People and The 7 Habits of Highly Effective People.

Ms Chua’s experience comes from years of working with people from different industries, both from the private and public sectors. Her forte in customer service comes from her practical experience in dealing with customers at the front counters and call centres, as well as developing and implementing service policies and initiatives; such as setting service standards, conduct service audits, evaluating performance and implementing the integrated rewards system for the organisation.

She holds a Master of Education in Training and Development with the University of Sheffield, Bachelor of Arts (Hons), Diploma in HRD, Associate Diploma in Customer Service (USA) and the Associate Diploma in Public Speaking (LCM), a Certified Trainer for the Disc Profiling System, Certified Trainer for the 7 Habits of Highly Effective People, Certified Six Seconds Associate EQ Trainer and Certified Stress Management Consultant. She has also attained ACTA certification awarded by WDA.

 

Vanisa specialises in soft skills training particularly in the area of service excellence and people skills.

She has many years of experience teaching and facilitating adult learning in both government and private sectors. Her early careers were in human resource, organisation development and culture.

Vanisa holds a Master of Education degree from the University of Southern Queensland (Australia), a second class honours (upper) degree in Social Science from the National University of Singapore (Social Work), a diploma in Training and Development Management from the Institute of Training and Development (UK) and another Diploma in Teaching of English as a Second Language (TESOL).

She is a certified teacher for the Spalding Method to Literacy. She is qualified to administer in Personality Profiling System (DISC) and Six Seconds Emotional Intelligence (EQ). She possesses Workforce Development Agency (WDA)’s Work Skills Qualification- Advanced Certificate in Training and Assessment (WSQ-ACTA). Vanisa is also trained by Harvard Professor Robert Kegan to facilitate personal/group development using the Immunity to Change Approach.

Vanisa is recognised by Institute of Adult Learning Singapore as an Associate Adult Educator.

 
 
 
 
  Classes  
 
 
Date Time Address Available Slots Class ID Registration
16 May 2019 09:00 AM
to
05:00 PM
NTUC Trade Union House (73 Bras Basah Road, S189556) 23 / 24 228
17 May 2019 09:00 AM
to
05:00 PM
NTUC Trade Union House (73 Bras Basah Road, S189556)
10 July 2019 09:00 AM
to
05:00 PM
NTUC Trade Union House (73 Bras Basah Road, S189556) 24 / 24 244
11 July 2019 09:00 AM
to
05:00 PM
NTUC Trade Union House (73 Bras Basah Road, S189556)
 
 
 
For Training Coordinators registering for officers or doing bulk registration:
 
1. Download the ‘Participants Course Registration’ template in this download link.
2. Fill up the ‘Participants Course Registration’ template for participants that you are registering for.
  • For participants who already have an account, fill up columns A to C.
  • If participants do not have an account or if you are unsure, fill up all fields.
  • Columns D to Q will be disregarded if the participant already has an account.
  • New participants will receive an email notification prompting them to change their password.
3. Send the completed template to CSCEnquiry@ntuclearninghub.com.
4. You and the participant will both receive an email notification once the course registration has been successfully submitted.
 
 
     
 
       View FAQ Mail_icon   CSCEnquiry@ntuclearninghub.com