information correct at time of print – ver 4.0 february 2015 · providing excellent service. it...
TRANSCRIPT
Information correct at time of print – Ver 4.0 February 2015
Security Executives / Security Managers / Chief Security Of�cers
Provide Go-the-Extra-Mile service
Provide Go-the-Extra-Mile service
**
* Security Of�cer Basic Licensing Units
Lead with service visionDevelop service operations
Establish relationships for customercon�denceManage service performance
* Security Supervisor Licensing Unit
*
SE-SO-101C-1
Provide Go-the-Extra-Mile service
On completion of this unit, learner will have knowledge and application skills in equipping service staff with the mindset 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.
SVCF-CS-101C-1
SE-SO-101C-1
Provide Go-the-Extra-Mile service
On completion of this unit, learner will have knowledge and application skills in equipping service staff with the mindset 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.
SVCF-CS-101C-1
Establish Relationships for Customer Con�dence
On completion of this unit, learner will have knowledge and application skills to build customer con�dence in the organization and to develop customer relationships that build customer loyalty. It also involves the know-how of handling service opportunities and escalated service challenges.
SVCF-CS-301C-1
20 hours 2
Manage Service Performance
On completion of this unit, learner will have knowledge and application skills in managing service quality and customer satisfaction in an organisation. This involves recognizing the importance of the organisation’s service standards, assessing service performance gaps, communicating and monitoring service performance levels.
SVCF-IR-301C-1
20 hours 2
Lead with Service Vision
On completion of this unit, learner will have knowledge and application skills in leading a team to deliver service excellence that is in line with the organisation’s customer-focused strategy. It includes promoting a customer-centric environment and analysing the team’s performance to identify areas of improvement.
SVCF-LS-401C-1
20 hours 2
Develop Service Operations
On completion of this unit, learner will have knowledge and application skills to develop a service operations plan in order to deliver service excellence. It involves developing a service operations plan which is in line with the customer-focused strategy, communicating the service operations plan to the team, evaluating the service operations performance and implementing corrective action for improvement.
SVCF-PL-401C-1
Information correct at time of print – Ver 4.0 February 2015
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