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Human Resources

Funded courseNon funded courseOperationsSupervisoryManagerialC-Level

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Leadership
Human Resources

As HR professionals, it’s crucial to possess a diverse skill set to effectively manage the intricate dynamics of an organisation. HR professionals need to bridge the gap between management and employees, and have a solid grasp of administrative tasks and HR principles to stay ahead in evolving workplace dynamics.

The training course is customisable to suit organisational needs.

For more details, please contact us at +65 6376 0777 or email learning@sqcentre.com.

Funded courseNon funded courseOperationsSupervisoryManagerialC-Level

Human Resources

SQC - Leadership - Human Resources - Interviewing and Recruiting Right

Interviewing and Recruiting Right (12 hrs)

HR-IARR-T

*Classroom-based Learning* OR *Online Learning* This one-and-a-half-day course is designed to enhance the skills of...

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About Us

Service Quality Centre is an integrated training and consultancy provider renowned for its holistic approach towards developing strong capabilities and competencies in people. Backed by a robust heritage of over 30 years experience as a soft skills specialist and a hard skills expert, we offer a total and holistic approach that covers all aspects of the continuous improvement journey, from implementation to evaluation.

UEN 199003051G
bizSAFE Level 3 Certificate No E08267

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80 Jurong East Street 21, #05-01 Devan Nair Institute for Employment and Employability, Singapore 609607
6376 0777
learning@sqcentre.com

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CX Human Capital Development

We develop holistic and flexible training programmes and learning paths that support organisational CX goals and develop employees’ personal growth at all levels, from management to team members. The use of interactive training aids and equipment offers our learners a differentiated learning experience that is highly enriching, engaging, and enjoyable. Through the training programmes, employees will embrace the change in mindset and develop relevant skills for CX Transformation.

What you will get:

Customised training programmes for different job levels
Follow-up sessions with employees
Coaching sessions for employees

CX Audit

The first stage of a CX Transformation programme is to diagnose the current level of service standards in your business. We will conduct an in-depth analysis and research on your organisational strengths and weaknesses in the delivery of services and products, as well as identify the gaps between your current service level and customer expectations. The series of comprehensive reports indicate the breakdown of the internal and external factors influencing the customer experience touchpoints of your business. At the end of this exercise, we will provide you with detailed recommendations on how you can bridge the service gaps.

What you will get:

Mystery Shopping Report
Customer Satisfaction Analysis Report
SQ Scan© Report
Qualitative Data Analysis Report
Employee Engagement Survey Report

Mystery Shopping Report

The mystery shoppers deployed are trained to use customised checklists / observational lists to perform data collection for your business. It is to assess and understand the service level rendered by your employees and the customer impression from every customer experience touchpoint.

Report highlights:

Analyse the overall performance of the service team
Determine areas of strengths and weaknesses in service quality
Implement service quality initiatives and manage consistency within the organisation and more

Customer Satisfaction Analysis Report

Real-time information is gathered through various platforms to understand your current customer satisfaction levels and the perceived quality of products and services.

Report highlights:

Customer Satisfaction Score
Net Promoter Score and more

SQ Scan© Report

The SQ Scan helps your business to obtain an objective and quantitative assessment of the current state of customer experience as perceived by internal stakeholders (employees, managers, etc.).

Report highlights:

Provide an objective finding on customer’s current CX, as perceived by internal stakeholders
Identify strengths and uncover potential areas of barrier in delivering a unique CX
Establish customer satisfaction levels based on a set of critical service quality dimensions and more

Qualitative Data Analysis Report

Qualitative data is collected through one-on-one interviews and focus groups with your senior management team, employees, and customers. The sessions with the senior management team provide insights into understanding expectations and challenges in the organisation’s journey to service excellence. We engage your employees from various departments and levels to gather data on current service culture and customer issues. Selected customers for the sessions will help you better understand the level of customer experience that they encountered.

Report highlights:
Understand and discover current experiences with your organisation in terms of strength and areas of improvement, not limited to the following factors:

Customer expectations and current experience of service
Customer’s perception of your competitors
Service standards and standard operating procedures
Challenges encountered by employees and more

Employee Engagement Survey Report

This report gives you a clear understanding of the employees’ perceptions and address their concerns.

Report highlights:

Recognise strengths and identify areas for improvement, as perceived by employees
Determine employees’ understanding and belief in the organisational MVV and objectives
Measure employees’ opinion of success of current organisational policies and initiatives

CX Strategic Intent (SSI©)

The second stage of a CX Transformation programme is to design and develop the CX strategic intent for your business. We will help you to frame and create a strategic service thrust that allows your customers to undergo a singular differentiated experience which is highly memorable. You will receive a detailed implementation plan to ensure that the strategic service intent is understood and embraced throughout the organisation and aligned to the organisation’s direction to achieve its vision and mission.

What you will get:

Specially curated organisation’s service DNA

CX Journey Mapping

At this stage, we help you to understand the actual customer experience through identifying their motivation, feelings, and thought process while receiving a service. The CX Journey Mapping is a pictorial and descriptive tool to identify and design a unique customer experience journey. The CX mapping is useful when an organisation needs to design a new service, evaluate a service, prepare clients in their service engagements, and train new service employees to improve and maintain a current service.

What you will get:

A comprehensive evaluation on the quality of organisation’s products and services in comparison with those of similar nature
A guide to resolving service gaps and redesigning service processes for improvement
A well-designed servicescape on various touchpoints
A better service design and template for training
New service standards that complement and correspond to the new journey maps

CX Measurement (3-Year or 5-Year Service Masterplan)

The last stage of a CX Transformation programme is to achieve any of the following organisational outcomes/KPIs:[a] Improvement in service productivity to grow company value-add[b] Increase in competitiveness to develop attitudinal brand loyalty among customers

What you will get:

A checklist to monitor service standards and improvements on a weekly or monthly basis
An annual action plan based on CX Audit, Strategic Service Intent, Journey Mapping and Human Capital Development for a 3-Year or 5-Year Service Masterplan