Manage Service Performance (service Information and Results)

This course covers knowledge and application skills in managing service quality and customer satisfaction in an organisation. This involves recognising the importance of the organisation's service standards, assessing service performance gaps, communicating and monitoring service performance levels.

What You'll Learn

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

Minimum Entry Requirement

Learners are assumed to:

• Have an understanding of the organisation's vision, mission, values, processes

and procedures

• Have an understanding of the organization's product and service offering
• Have an understanding of the organization's service excellence procedures

and practices and be able to impart service practices to peers, juniors and

subordinates

• Have 2 years of experience in a service-related capacity
• Be able to speak, listen and read English at a proficiency level not lower than

the Employability Skills Workforce Skills Qualification (ES WSQ) Workplace

Literacy (WPL) Level 4