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Service Excellence

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The Service Excellence Competency Framework (SV CF) provides a whole-of-company capability development roadmap for organisations, so companies can create and define their desired service experience.

The SV CF also aims to professionalise service careers through a Workforce Skills Qualifications (WSQ) pathway. It has 34 competencies that may be used as training guides to build an organisation’s capability in service excellence. The SV CF also features non-WSQ programmes that imparts the latest trends in service excellence to C-level executives.

Level 6 – Non-WSQ Modules for C-Suite Executives

Level 6 of the Service Excellence Competency Framework comprises modules targeted at C-suite executives. Aimed at developing top leadership to drive whole-of-company commitment towards service excellence, the modules cut across all 6 competency categories of the Service Excellence Competency Framework:

Competency Category

 

Modules

 

Learning Outcomes

 

Leadership

 

Enhance Your Customer Strategy

 
  • Understanding Trends and Challenges and their Impact on Customer Strategy
  • Setting a Compelling Customer Strategy that Works for Your Business
  • Leveraging Service Excellence as a Competitive Advantage for Your Business

Build a Service Excellence Culture

 
  • Enhancing Service Culture for Organisation Performance
  • Building Organisational Capability for Sustainable Service Culture
  • Cascading Service Culture Throughout the Organisation

Planning & Process

 

Translate Strategy into Service Operations

 
  • Translating Trends and Challenges and its Impact on Service Delivery
  • Strategising your Service Value Chain
  • Managing risk in your service operations

People

 

Optimise the Service Performance of Your Workforce

 
  • Retaining Talent and Maximising Performance
  • Enhancing Productivity of your Workforce
  • Managing Strategic Change within the Organisation

Customer Experience

 

Win Customers for Life

 
  • Creating Lifetime Value Through Enhanced Customer Experience
  • Building Customer Commitment and Loyalty
  • Building Organisational Capability to Meet the Service Promise

Information and Results

 

Maximise Service and Business Performance

 
  • Impact of Service Excellence on Financial Returns
  • Benchmarking Organisation Performance for Service Excellence

Service Innovation

 

Transform Your Service through Strategic Innovation

 
  • Synthesising Trends and Challenges in Service Innovation
  • Identifying Opportunities for Service Innovation
  • Driving Strategic Innovation for Service Excellence in Your Organisation
Level 5 – WSQ Specialist Diploma in Service Leadership

The WSQ Specialist Diploma in Service Leadership aims to groom service champions to prepare them to champion and drive organisation-wide service excellence efforts. It focuses on strategising, driving, and communicating strategies that will help organisations meet the changing needs of customers and the services sector.

WSQ Specialist Diploma in Service Leadership:

Core Units  Elective Units 
  • Service Challenges (Level 5)
  • Service Information and Results (Level 5)
  • Service Leadership (Level 5)
  • Service Planning and Implementation (Level 5)
  • People and Relationship Management (Level 5)
  • Service Innovation Culture (Level 5)
  • Service Innovation (Level 5)
  • Customer Experience Innovation (Level 5)
  • Service Brand (Level 5)
  • Service Partnerships (Level 5)
  • Business Excellence (Level 5)

Individuals can also take electives from Level 4 modules of the Service Excellence Competency Framework or Technical Skills and Competencies (TSCs) referencing any Skills Framework, taken from within the same level or from one level above or below each qualification level.

*One (1) elective unit is required for this qualification

Level 4 – WSQ Diploma in Service Leadership

The WSQ Diploma in Service Leadership aims to groom service leaders with the skills and competencies to operationalise and implement service excellence for their organisations. With a primary focus on developing leadership skills, individuals will also be introduced to job redesign, customer analytics, as well as fostering service innovation in their team.

WSQ Diploma in Service Leadership:

Core Units  Elective Units 
  • Service Partnerships (Level 4)
  • Service Challenges (Level 4)
  • Service Information and Results (Level 4)
  • Service Leadership (Level 4)
  • Service Planning and Implementation (Level 4)
  • People and Relationship Management (Level 4)
  • Service Innovation Culture (Level 4)
  • Service Innovation (Level 4)

  Service Brand (Level 4)

Individuals can also take electives from Level 3 or Level 5 modules of the Service Excellence Competency Framework or Technical Skills and Competencies (TSCs) referencing any Skills Framework, taken from within the same level or from one level above or below each qualification level.

*Two (2) elective units are required for this qualification

Level 3 – WSQ Advanced Certificate in Service Excellence

The WSQ Advanced Certificate in Service Excellence aims to groom service coaches with the skills and competencies to nurture and supervise staff for service excellence. The competencies at this level are aimed at grooming service coaches to be role models to new entrants. Competencies include coaching skills, as well as relationship management skills to build their ability to establish customer relationships. Individuals will also be introduced to skills in managing service operations and service performance.

WSQ Advanced Certificate in Service Excellence:

Core Units  Elective Units 
  • Service Excellence (Level 3)
  • Service Information and Results (Level 3)
  • Service Leadership (Level 3)
  • Service Planning and Implementation (Level 3)
  • Service Coaching (Level 3)
  • People and Relationship Management (Level 3)

Service Information and Results (Level 1)

Individuals can also take electives from Level 1 or Level 4 modules of the Service Excellence Competency Framework or Technical Skills and Competencies (TSCs) referencing any Skills Framework, taken from within the same level or from one level above or below each qualification level.

*Two (2) elective units are required for this qualification

Level 1 – WSQ Certificate in Service Excellence

The WSQ Certificate in Service Excellence aims to groom service professionals with the skills and competencies to provide go-the-extra mile service with a service excellence mindset. It also equips service professionals with the skills to handle service challenges, workplace diversity and as well as contribute to service improvements through service innovation.

WSQ Certificate in Service Excellence:

Core Units Elective Units 
  • Service Excellence (Level 1)
  • Service Challenges (Level 1)
  • Service Planning and Implementation (Level 1)
  • People and Relationship Management (Level 1)
  • Service Innovation (Level 1)
  • Service Leadership (Level 1)

Customer Experience Management (Level 2)

Individuals can also take electives from Level 3 modules of the Service Excellence Competency Framework or Technical Skills and Competencies (TSCs) referencing any Skills Framework, taken from within the same level or from one level above or below each qualification level.

 

*One (1) elective unit is required for this qualification

"Click here" to view the WSQ Service Excellence Framework.

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