Customer Management (SSO Level 3)

Course Overview

Supervise Service Operation ( SSO Level 3)

Supervise Service Operation also known as Customer Management (Level 3), a module in WSQ Environmental Cleaning, is a core unit for WSQ Advanced Certificate in Environmental Cleaning. This course is suitable for cleaner and cleaning supervisors in Singapore.

Course Title

Customer Management (Level 3)

Course Objectives & Content

At the end of the course, the learner is able to:

• Plan to meet internal and external customer requirements
• Ensure the delivery of quality services
• Monitor and review customer services

Cleaning Certification

Upon being assessed as “Competent”, learners will be awarded a WSQ Statement of Attainment (SOA).

Entry Requirement

Learners are encouraged to:

• Have basic knowledge on own work role and the corresponding responsibilities and limitations
• Have minimum secondary school education
• Develop Writing, Reading, Listening and Speaking of English to a proficiency level equivalent to Workplace Literacy and Numeracy (WPLN) Level 3
• Develop Numeracy skills to a proficiency level equivalent to Workplace Literacy and Numeracy (WPLN) Level 3 Have some cleaning work experience required.

Our staff and course consultants attending course enquirers would screen interested trainees whether they fulfill the course pre-requisites which include the above WPLN levels, and to figure out what licenses they needed. Learners who do not meet the WPLN Levels would be encouraged to take up the appropriate WPLN courses.

Additional Note

Attendance requirement: min 75% attendance

Course completion requirements: Fulfill at least 75% min attendance and pass assessments – competent (Refer to mode of assessment for details)

Course Outline

• Define service and quality standards to be offered in a given operational area in order to meet organisational service objectives
• Collaborate with relevant business partners, customers and colleagues to enhance service planning
• Use customer feedback and information to improve service planning
• Develop specific plans that will ensure sustainable and consistent delivery of quality customer service
• Identify service risks that may occur during service delivery
• Develop effective contingency plans to deal with service risks affecting service delivery
• Request for the resources required to execute service delivery plans.
• Develop specific, measurable and realistic targets for staff delivery service
• Brief relevant staff on their service objectives and targets in accordance with the service delivery plan
• Acknowledge excellent service performance to motivate staff
• Address problems relating to service operations
• Encourage feedback from internal and external customer and staff on service operations
• Collect and review feedback from customer and staff on service operations
• Evaluate service operations against quantitative target set
• Modify service operations in response to evaluation
• Address problems relating to service operations
• Encourage feedback from internal and external customer and staff on service operations
• Monitor progress of refined service operations