This beginner-level Critical Core Skills course is designed to help you enhance service quality through innovative approaches. This course covers applying process analysis techniques to identify service gaps and gathering information to address these gaps. Learners learn to brainstorm with co-workers to improve service tasks and processes, test new service processes in your work area, and collect data to monitor their execution. Highly relevant to customer service roles looking to improve their ability to deliver exceptional service and drive continuous improvement in their organizations.

What you will learn

This course empowers learners to enhance customer service by analyzing service gaps, generating creative solutions, and testing new processes to improve service delivery. Learners will be able to:

• Identify Service Gaps – Apply process analysis techniques to evaluate current service processes and identify potential areas for improvement.
• Gather Information for Improvement – Use various information collection tools to gather insights and identify solutions to close service gaps.
• Brainstorm Service Improvements – Collaborate with co-workers using lateral thinking and brainstorming techniques to develop and refine new service ideas.
• Test New Service Processes – Conduct simple tests of new service processes in the workplace to evaluate their effectiveness.
• Monitor Implementation – Collect and assess information to monitor the execution of new processes against defined success criteria.

Key skills and tools covered include process analysis, problem-solving, lateral thinking, brainstorming, experimentation, and impact measurement, using information collection and evaluation techniques.

Hands-on Training

You will produce 2 Work-Related Projects which you can use immediately at your workplace:

• Customer Interaction Flowchart
• Customer Interaction Mind Map 

Course Details

Why train with SSA Academy

• One of the appointed training providers by SkillsFuture Singapore (SSG) for Critical Core Skills (CCS) framework
• Over 35 years of experience in workplace skills training
• Over 15 years of working closely with SSG
• Extensive pool of trainers with wealth of experience
• Customisation of course content to suit organisational needs*
• Won numerous awards for Operational Excellence and Overall Business Performance

Course Fee

Fees for course starting 1 Jan 2024 onwards

Course Schedule

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