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 cleaning supervisors.

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 service
• Monitor and review customer service

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. 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