1) People and Relationship Management (TGS-2020512805):
SCHEDULE:
Duration: 16 Hours|9am to 6pm
Date: TBA
COURSE OUTLINE:
Manage workplace diversity and inclusiveness by demonstrating emotional intelligence, resilience and continuously self-monitoring.
COURSE OBJECTIVES:
The course will cover techniques to recognise various types of diversity that exists within organisations, and mitigate the potential challenges. The course will also inculcate soft skills training to alleviate learners’ emotional intelligence that is necessary to effectively resolve challenges. The course also aims to transform attitudes, so that learners are able to truly appreciate the intrinsic values of cultural harmony so that as they return to their respective workplaces, they will not just be followers, but initiators to promote an inclusive work environment.
2) Service Challenges (TGS-2020504773):
SCHEDULE:
Duration: 8.5 Hours|9am to 6:30pm
Date: TBA
COURSE OUTLINE:
Present positive verbal and non-verbal communication skills effectively, handle any service challenges professionally and identify service recovery immediately and in accordance to organisation guidelines.
COURSE OBJECTIVES:
On completion of the course, the participant should be able to:
• Use service recovery procedures to respond to service challenges in accordance with organisation guidelines
• Escalate unresolved service challenges using appropriate channels in accordance with the organisation’s guidelines
• Demonstrate resilience in the handling of service challenges
• Types of triggers in the service environment
• Types of service challenges
• Importance of responding to service challenges
• Principles of effective communication
• Method to escalate service challenges
• Service escalation channels
• Resilience and methods to demonstrate resilience
• Strive for win-win outcomes when handling service challenges
• Identify and suggest areas of improvement that may arise out of service challenges
• Empathise with customers while facing service challenges to prevent situation from escalating
• Keep abreast of latest products and services and service delivery procedures to avoid creating service challenges
3) Service Excellence (TGS-2020504774):
SCHEDULE:
Duration: 17 Hours|9am to 6:30pm
Date: TBA
COURSE OUTLINE:
Understand the knowledge and application skills in Service Excellence, with the mind set to go the extra mile in providing excellent service. It involves demonstrating the qualities and characteristics of a service professional, creating a positive customer experience by offering customised and personalised service, and escalating areas of improvement that may enhance the customers’ experience.
COURSE OBJECTIVES:
On completion of the course, the participant should be able to:
• Recognize the diverse range of customers and their needs and expectations
• Project a professional image and persona
• Demonstrate the qualities and characteristics of a service professional when delivering go the extra mile service
• Create a positive customer experience by offering customized and personalized service in accordance with organisation guidelines
• Escalate feedback on areas of improvement to enhance the customer experience
4) Service Innovation (TGS-2020504934):
SCHEDULE:
Duration: 18 Hours|9am to 7pm
Date: TBA
COURSE OUTLINE:
Understand the importance of innovation and facilitate innovation by generating and evaluating innovation ideas and presenting idea mock-up to stakeholders.
COURSE OBJECTIVES:
The course will cover knowledge and application skills in promoting the service innovation culture in the organisation. It involves leading a team to generate service innovation ideas, facilitating its implementation and evaluating the success of implemented service innovation ideas.
5) Service Leadership (TGS-2020504817):
SCHEDULE:
Duration: 8.5 Hours|9am to 6:30pm
Date: TBA
COURSE OUTLINE:
Understand the importance of adhering to organisation’s vision, mission, values and code of conduct in service delivery; methods to monitor own performance; and provide consistent service standards to each customer.
COURSE OBJECTIVES:
The aim of the course is to train new staff / existing staff to demonstrate the Service Vision. On completion of this unit, the learner will have skills and knowledge to demonstrate the Service Vision.
6) Service Planning and Implementation (TGS-2020504772):
SCHEDULE:
Duration: 8.5 Hours|9am to 6:30pm
Date: TBA
COURSE OUTLINE:
Understand the importance of one’s role in the service value chain; deliver service as part of a team; recognise opportunities and take initiative to assist colleagues in service delivery; recognise and escalate service performance issues.
COURSE OBJECTIVES:
On completion of this unit, the learner will have ‘Implement Operations for Service Excellence’ skills and knowledge.
COURSE FEE AFTER FUNDING CAN BE CLAIMED THROUGH:
- Skills Future Credits: Eligible Singapore Citizens can use their SkillsFuture Credits to offset course fee payable after funding
- Post-Secondary Education Account: Singaporeans aged 17 to 30 may use their account’s funds for fee payment. (Please call PSEA Hotline 62600777 to check your balance)
- SkillsFuture Enterprise Credit (SFEC): Course fee eligible for The SkillsFuture Enterprise Credit (SFEC) if the course you are taking is sponsored by your company
- Absentee Payroll: Company-sponsored participants (Non-SME/SME) are eligible to apply for absentee payroll capped at $4.50/hr
Ascendo Academy Pte. Ltd. (UEN: 200817725C)
