SQC - Training Schedule Template v0c tools such as SQ Scan™ and STAR™ (Service Traits ... MSI Academy Sdn Bhd Fadib : ... transform your customers’ experience

Service Quality Centre is an integrated training and consultancy provider renowned for its holistic approach towards developing strong capabilities and competencies in people. A trusted name in Service Quality and Business Excellence, the company was founded by Singapore Airlines and SPRING Singapore as part of the government’s

OVER

25 YEARSOF TRAINING EXPERIENCE

MORE THAN 150PROPRIETARY TRAINING

PROGRAMMES AVAILABLE

OVER

500,000PARTICIPANTS TRAINED

THE SERVICE QUALITY CENTRECORPORATE PROFILE

About Us

We believe that all learning must lead to a positive change in performance. This philosophy is the core around which all our programmes are designed. In designing and devel-oping our programmes, this objective is paramount; that new knowledge and skills attained from attending our training must have the capacity to impact performance at the workplace and beyond.

Leveraging on our vast experience and expertise in apply-ing learning science with the latest technologies, our pro-prietary tools such as SQ Scan™ and STAR™ (Service Traits & Attitudinal Response) Profiling are used widely to drive

Service Excellence

Employability Skills

No 85, Jalan Aliff 4, Taman Damansara Aliff, 81100 Johor Bahru, Johor Darul TakzimService Quality CentreOperated by: MSI Academy Sdn Bhd Fadib : +60127489578/[email protected] | Suhaimi : +60193306803/[email protected]

w : www.sqcentre.com/malaysia/e : [email protected]

mailto:[email protected]


http://www.sqcentre.com/malaysia/


Provide Extra-Mile Service

Work in a Service Team

Operations Level

Offer Personalised Service

Service Innovation for Operations

Say Hello to Service 15 - 16 - --SE105 MYR 1,500.00 2 - -

- - 6 - 7-SE102 MYR 1,500.00 2 - -

22 - 23 29 - 30 27 - 28-SE101 MYR 1,500.00 2 - 20 - 21

- 1 - 2 --SE103 MYR 1,500.00 2 - -

- - 17 - 18-SE104 MYR 1,500.00 2 - -

Supervise a Service Team

Develop Great Customer Relationships

Supervisory Level

Coach Service Champions

Service Innovation for Supervisors

- 29 - 30 --SE202 MYR 1,500.00 2 - -

4 - 5 - 17 - 18-SE201 MYR 1,500.00 2 - -

- - 6 - 7-SE203 MYR 1,500.00 2 - -

- - 27 - 28-SE204 MYR 1,500.00 2 - -

Lead a Service Organisation

Service Innovation for Managers

Managerial Level

Manage High Volume Customers

Manage Service Operation

Manage Service Recovery - 15 - 16 --SE305 MYR 1,800.00 2 - -

- - 13 - 14-SE302 MYR 1,800.00 2 - -

- 1 - 2 --SE301 MYR 1,800.00 2 - -

- 5 - 6 --SE303 MYR 1,800.00 2 - -

15 - 16 - --SE304 MYR 1,800.00 2 - -

TRAININGSCHEDULE

Terms and conditions apply. ^

Communication and Relationship Management

Initiative and Enterprise

Operations Level

Learning and Personal Development

Personal Effectiveness

Problem Solving and Decision Making - - 27 - 28-ES105 MYR 1,500.00 2 - -

- 5 - 6 --ES102 MYR 1,500.00 2 - -

- 29 - 30 13 - 14-ES101 MYR 1,500.00 2 - 27 - 28

8 - 9 - --ES103 MYR 1,500.00 2 - -

- 1 - 2 --ES104 MYR 1,500.00 2 - -

Communication and Relationship Management

Initiative and Enterprise

Supervisory Level

Learning and Personal Development

Personal Effectiveness

Problem Solving and Decision Making - - 17 - 18-ES205 MYR 1,500.00 2 - -

- - 6 - 7-ES202 MYR 1,500.00 2 - -

22 - 23 - --ES201 MYR 1,500.00 2 - -

- 15 - 16 --ES203 MYR 1,500.00 2 - -

- - 13 - 14-ES204 MYR 1,500.00 2 - -

Jul Aug Sep Oct Nov DecEmployability Skills Programmes



Jul Aug Sep Oct NovService Excellence Programmes CourseDuration

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Human Resources Development Fund (HRDF)^ is available for the training programmes. Special corporate rates will be offered to companies upon enquiry, subjected to terms and conditions. Please contact our dedicated learning experts at for ready consul ations now!

Dec





Learn how to provide “Extra Mile” service to your customers, discover the importance of having the right service mindset and find out how extra mile service benefits you and your organisation. Make an exceptional difference to your customer through identifying your customer needs and applying effective communication techniques.

Provide Extra-Mile Service(SE101)

Course DetailsTraining Dates 2017:20 - 21 Sep | 22 - 23 Oct | 29 - 30 Nov | 27 - 28 DecTwo Days Session9.00am to 6.00pm

Full Course Fee: MYR 1,500.00Enjoy special corporate rates when you enquire with us.

Funding*:Human Resources Development Fund (HRDF)is available.

Who Should Attend:Customer-facing employee Customer service representative Call centre officersStore advisorsService crew

*Funding is subject to terms and conditions.

• Maintain a positive and customer-focused mindsetfor going the extra mile.Project a confident, poised and well-groomedappearance.Create positive customer experiences usingappropriate verbal and non-verbal language.Handle customer complaints and objections in acalm and professional manner.Identify options and taking actions to go the extramile for customer interactions.

Key Benefits

Learning MethodologyParticipants will learn through mini-lectures, role plays, group discussions, and activities.

Prepare for Extra Mile ServiceBeyond First ImpressionsExtra Mile Interactions

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Making sure that customers are constantly happy depend on establishing and maintaining an effective team. This programme prepares your frontline service employees for effective communication with a diverse range of customers/colleagues and provide excellent service whilst applying the organisational service system.

Work in a Service Team(SE102)

Course DetailsTraining Date 2017:06 - 07 Dec 2017Two Days Session9.00am to 6.00pm


Funding*:Human Resources Development Fund (HRDF) is available.



• Apply organisational service values and systems. Contribute to service team effectiveness.Follow-up post sales and service support.Utilize and update a customer database.

Key Benefits


Understand, identify and facilitate communication of service culture both internally and externally.Adopt service skills to carry out service tasks.Contribute to effective team communication through feedbacks, active listening, being a good role model and resolving team problems.Identify the follow-up post sales and service support for customers. Identify the benefits of a customer database.Manage the uses of a customer database.

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This programme aims to equip participants with the know how to facilitate the communication of product and service information. Participants will also learn how to make recommendations to meet customers’ personal needs and exceed their service expectations.

Offer Personalised Service(SE103)

Course DetailsTraining Dates 2017:01 - 02 NovTwo Days Session9.00am to 6.00pm





• Acquire knowledge on organisation's products andservices.Identify and maintain information sought byorganisation’s customers.Recognise and act upon opportunities for providingcustomised and personalised service.Ensure consistent service delivery.

Key Benefits


Study and update one’s own knowledge on organisation's products and services.Develop knowledge that addresses information commonly sought by organisation’s customers.Identify and act upon opportunities to offer customised and personalised service.Deliver service to a diverse range of customers.

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This programme aims to cultivate the spirit of innovation and successfully bring ideas to fruition. Organisations that send their employees for this programme can enhance their overall organisational innovation capability and experience higher customer satisfaction and increased competitiveness.

Service Innovation for Operations(SE104)

• Get the right mindset and crucial skills set necessaryto meet the service innovation challenge.Recognise the need for service innovation, identifyservice innovation opportunities and seek innovativeways to create value for the customer.Develop creative and tangible service solutions totransform your customers’ experience.Ideas generated are particularly relevant to theparticipant’s organisation and form key takeawaysapplicable to the workplace.

Key Benefits


Cultivate a service innovation mindset.Participate in service innovation processes.Evaluate and select service innovation ideas to develop.

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Course DetailsTraining Dates 2017:17 - 18 DecTwo Days Session9.00am to 6.00pm











Great telephone etiquette goes beyond a good voice and well-chosen words. It is a learned behaviour and speech pattern. This programme equips participants with the basic skills necessary to project a professional image of themselves and the organisation over the telephone.

Say Hello to Service(SE105)

• Recognise the importance of managing the “Momentof Truth” and telephone etiquette.Acquire a set of guidelines in telephonic transactions.Apply service language and positive tonality to gainand maintain customer’s attention.Identify the different stages of telephonic transactionExplore a set of listening techniques for improvedunderstanding.Handle complaint situations.

Key Benefits


Moment of truthThe model of phone interactionTelephone etiquetteComponents of voiceTypes of transactionsStages of a voice call

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Course DetailsTraining Dates 2017:15 - 16 OctTwo Days Session9.00am to 6.00pm



Who Should Attend:ReceptionistsService support personnel Anyone who needs to foster good telephone etiquette








Discover the spirit of Service Leadership as we guide you on how to optimise the potential of your service team leaders today! Participants are trained to improve their ability in leading an effective team that is service focused, cohesive and able to collaborate with management to meet with expected service outcomes.

Supervise a Service Team(SE201)

• Promote team effectiveness through development of team plans to meet expected service outcomes. Lead a small service team and proactively work with organisational line management to improve service delivery.

Key Benefits


Plan to achieve team service outcomes through arranging resources and utilising capabilities of team members.Develop team cohesion and manage team conflicts.Actively participate in and facilitate a service team.Coordinate with management on service issues relating to service delivery and maintain open communication.

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Course DetailsTraining Dates 2017:04 - 05 Oct | 17 - 18 DecTwo Days Session9.00am to 6.00pm



Who Should Attend:Personnel in supervisory positions Customer service supervisors Service team leaders from various service industry sectors








Building customer satisfaction, loyalty and retention goes beyond providing the same “average” service as everyone else. Be enlightened on how to gain customers’ confidence, anticipate and resolve service breakdowns and to handle difficult customers with ease.

Develop Great Customer Relationships(SE202)

• Understand and determine customers’ needs andappropriately tailor and deliver experiences thatmeet and/or exceed expectations.Communicate effectively with customers to establishconfidence and enhance rapport.Successfully utilise customer database to providepost sales and service support and update customeron latest promotions.Provide professional service recovery and effectivelymanage complaints to restore customer confidence.

Key Benefits


Build customers’ confidenceMaintain and develop customer relationsHandle difficult customers

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Course DetailsTraining Date 2017:29 - 30 NovTwo Days Session9.00am to 6.00pm











Are your frontline service supervisors well-equipped to inspire team members, coach on-the-job and guide staff appropriately towards resolving service breakdowns? This programme is designed to build up the competency levels of frontline service supervisors as they take on a coaching role in an organisational service environment.

Coach Service Champions(SE203)

• Inspire and motivate team members towardsexcellent service delivery.Monitor and assess the individual's or the team'sprogress in developing new service skills andknowledge.Build commitment to action and change among teammembers.Set realistic performance goals.Better communicate and follow-up with teammembers for desired results.

Key Benefits


Prepare for coachingOn-the-job coaching to achieve service objectivesEvaluate and follow-up service coaching

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Course DetailsTraining Dates 2017:06 - 07 DecTwo Days Session9.00am to 6.00pm











Supervisors in organisations play a key role in encouraging staff to contribute to service innovation. Participants learn to guide their teams through the various stages of the service innovation processes, from investigation of service innovation opportunities to advancement of ideas into actual service innovations.

Service Innovation for Supervisors(SE204)

• Ability to lead a team in service innovation processes.Steer a team towards generating innovative solutions to challenging customer service issues.Maintain service innovation efforts within a team.

Key Benefits


Prepare to lead a team to participate in service innovation processes through understanding of roles, selection of right people and resources, and getting commitment from the team.Guide a team participating in service innovation processes with the techniques taught and manage possible hindrances.Sustain service innovation efforts within a team through continuous improvements and follow-up actions.

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Course DetailsTraining Date 2017:27 - 28 DecTwo Days Session9.00am to 6.00pm



Who Should Attend:Personnel in supervisory positionsCustomer service supervisorsService team leaders from various service industry sectors








This programme equips participants with the knowledge and application skills in providing strategic leadership of a customer service organisation. It addresses the fundamental requirements of an organisational management role in order to achieve service excellence.

Lead a Service Organisation(SE301)

• Learn how to develop department/business unitactions plans to achieve organisation’s requirements.Obtain the skills and knowledge to communicate tostakeholders.An understanding of how to evaluate and improvetheir own personal service leadership.

Key Benefits


Develop a customer-focused strategy.Communicate the organisation's customer service objectives, values and standards to stakeholders.Translate customer-focused values into desired behaviours.Demonstrate and reinforce commitment to customers.Evaluate and improve personal customer-focused leadership.

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Who Should Attend:Managerial employees from various service industries including retail; personal transport services; tourism, hotel and accommodation services; and food and beverage industries.








Service Innovation thrives in organisations where there are strategies and systems that support it. Managers play a critical role in setting up and implementing such strategies and systems that facilitate active participation by sta� to transform customer experience.

Service Innovation for Managers(SE302)

• Implement work practices, work procedures, andmanagement parctices to support service innovation.Enable and support the application of innovativepractices in a service environment.Promote collaborative relationships between staffmembers and create active learning opportunities formanagers and staff.

Key Benefits


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Set up and implement work practices and procedures to support service innovation.Adopt management practices to support innovation in a service environment. Promote innovation in the organisation.Provide information and learning opportunities to foster innovation.





No 85, Jalan Ali� 4, Taman Damansara Ali�, 81100 Johor Bahru, Johor Darul TakzimService Quality CentreOperated by: MSI Academy Sdn Bhd Fadib : +60127489578/[email protected] | Suhaimi : +60193306803/[email protected]


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This programme imbues learners with the knowledge and application skills to manage service operations with high volume customer contact and communications, to meet and exceed organisation and customer expectations. It trains participants to address problems associated with high-volume service delivery operations.

Manage High Volume Customers(SE303)

• Evaluate and continuously improve high volumecustomer contact and operations whilst maintainingan optimum level of customer service delivery.Manage resources to ensure efficient performance ofhigh volume customer service delivery.Address problems and implement actions to improvecustomer service contact and operations.Implement and set targets for staff delivering highvolume customer service operations.

Key Benefits


Manage high volume customer service response.Manage high volume customer service delivery.Monitor the impact of staff satisfaction on staff performance.Evaluate and continuously improve high volume customer contact and operations.

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This programme addresses the fundamental requirements of an organisational management role in order to achieve service excellence. It trains participants to develop sound plans to meet internal and external customer requirements by ensuring the effective delivery of quality service, and management of customer service delivery.

Manage Service Operation(SE304)

• Planning to meet internal and external customerrequirements.Ensuring the delivery of quality service.Monitoring and reviewing the customer service.

Key Benefits


Plan to meet internal and external customer requirements.Develop specific plans that will ensure sustainable and consistent delivery of quality customer service.Apply effective contingency plans to deal with service risks affecting service delivery.Ensure the delivery of quality service through garnering the required resources, setting desired targets, and developing service recovery strategies.Monitor and review customer service.

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Course DetailsTraining Date 2017:15 - 16 OctTwo Days Session9.00am to 6.00pm










Do you often feel frustrated when serving difficult customers? How do you turn a difficult service situation around to achieve a win-win outcome? Attend this programme and learn to identify and understand potentially difficult customers instead of giving in to the negative emotions generated when dealing with difficult customers.

Manage Service Recovery(SE305)

• Be conscious of the cost and consequences whenhandling situations and customers.Instill in participants a sense of ownership andresponsibility in handling customers.

Key Benefits


Understand the 6 types of difficult people (Bully, Complainer, Blur, SmartAlec, Alien, Liar) and learn to identify their behaviours.Learn about the filters in perception (Generalisation, Deletion, Distortion, Closure) that affect communication.Practise and apply taught skills when handling difficult people for a win-win outcome.

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Good communication skills are at the very heart of building strong relations. This course aims to equip participants with skills to enable them to participate in communications, work effectively in teams and conduct simple negotiations in situations of conflict at the workplace to achieve "win-win" solutions.

Communication and Relationship Management (ES101)

• Achieve greater heights in communication.Capability to work effectively in teams.Able to negotiate and manage conflicts.

Key Benefits


Participate in workplace communications through understanding organisational, departmental and team goals, receiving and clarifying information, and taking action based on information.Work in a team by cooperating and networking with initiative, and undertaking responsibility for work done.Demonstrate workplace negotiation skills with initiative and responsibility.

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Course DetailsTraining Dates 2017:27 - 28 Sep | 29 - 30 Nov |13 - 14 Dec Two Days Session9.00am to 6.00pm



Who Should Attend:Front-line employeeSelf-employed individuals







In a knowledge-based economy, it is important for employees to develop their skills that would expand their innovative and enterprising behaviour. Participants will learn how to initiate action to improve workplace performance and help them function effectively as independent thinking adults in the workplace.

Initiative and Enterprise(ES102)

• Able to manage workplace resources effectively.Set and prioritise goals and develop an action plan.Implement a plan to achieve a goal and manage associated risks.Monitor and evaluate progress of a plan and make adjustments as circumstances change.Observe new trends and opportunities and formulate new initiatives.

Key Benefits

Learning MethodologyParticipants will learn through mini-lectures, role plays, group discussions, structured experiences, and activities.

Manage workplace resources effectively.Set and prioritise goals.Develop action plans.Implement action plans and manage risks.Adapting to change.

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In today's labour market, it is necessary for one to continually improve and upgrade oneself in order to remain relevant and employable. This course aims to help people in the organisation to undertake personal responsibility for lifelong learning and develop global mindset that are essential in handling regional and global challenges.

Learning and Personal Development(ES103)

• Recognise the importance of lifelong learning.Be responsible for personal and professional growth.Apply relevant knowledge and skills learnt at one workplace to other work environments.Recognise the relevance of one’s work and employability in the global context. Adapt to change in the face of diversity and globalisation.

Key Benefits


My personal growthMy professional growthThe information ageGlobalisationDiversity in my workplaceHow I can adapt to changeI am a knowledge worker

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In times of employment volatility, it is imperative that an individual is able to maintain and gain employability as well as have the ability to effectively manage his/her life. This course aims to help participants develop and discover their personal values, qualities, abilities, interests and aptitudes, and instill a positive self-image and self-esteem.

Personal Effectiveness(ES104)

• Attain self-knowledge.Demonstrate skills to gain and maintain employment.Establish and articulate personal goals and relate them to organisational goals.Manage time effectively.Maintain work-life harmony.

Key Benefits


Knowing selfGetting a job Keeping the jobGoal settingMy organisation and IMy personal efficiency programmeWork-life harmony

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Course DetailsTraining Date 2017:01 - 02 Nov Two Days Session9.00am to 6.00pm











This programme is specifically designed to provide the foundation for effective practices and behaviours for creative problem analysis and decision making. Individuals will be equipped with useful tools and techniques necessary to improve their decision-making capabilities within a team environment.

Problem Solving and Decision Making(ES105)

• Become proactive by recognising early symptoms toa problem, scoping and analysing the problem,identifying causes and considering further impact tothe problem.Delegate, involve or collaborate with team membersand fellow colleagues to begin resolving the problem.Think more analytically and innovatively for solutionsto the problem. This includes the ability to generateinformation and create links between them, thinkinglogically as well as in a creative vein.

Key Benefits


Define the problem.Open your mind creatively.Identify the best solution.Transform solution into action.

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Supervising and leading a team is no easy task. Hone your communication techniques and learn how to apply appropriate communication styles to different levels of staff in various workplace situations. This programme focuses on developing competencies that employees need in order to maintain successful communication and interactions.

Communication and Relationship Management (ES201)

• Able to maintain effective communication at theworkplace.Capability to facilitate an effective work team.Handle and resolve conflicts at the workplace.

Key Benefits


Promote effective communication at the workplace through facilitating effective communication at the workplace and communicating effectively using appropriate communication tools and techniques.Facilitate effective work team by delegating work and managing team performance.Develop and implement conflict resolution strategiesafter assessing the conflict situation.

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Who Should Attend:Supervisors who are responsible for employees engaged in teams, sub-units of the organisation or business;Self-employed individuals with subordinates.








Want to stand out from the crowd? This programme aims to develop participants with the skills in leading teams to initiate actions for continuous improvements in their departments/organisations and creating a proactive mindset through the identification, evaluation and management of risks in the workplace.

Initiative and Enterprise(ES202)

Manage workplace resources effectively.Set and prioritise goals and develop an action plan.Implement a plan to achieve a goal and manage associated risks.Monitor and evaluate progress of a plan and make adjustments as circumstances change.

Key Benefits

Learning MethodologyParticipants will learn through mini-lectures, role plays, group discussions, structured experiences, and activities.

Initiate action for continuous improvement.Innovation, creativity, initiative, and attribute.Defining what constitutes a self-directed team.Practise innovative and enterprising behaviours.Identify, evaluate, and manage risk in the workplace.Minimising implications of risks.Developing an action plan.

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Through this programme, supervisors will learn to adopt a holistic approach to improve personal and team performance and equip themselves with the skills to meet regional and global challenges. It aims to help them create a learning environment in the organisation by understanding themselves and their team members better.

Learning and Personal Development(ES203)

Promote personal and professional growth through lifelong learning opportunities.Facilitate the application of knowledge and skills learnt to the workplace.Analyse employability issues for self and team in a global context.Develop the team to adapt to change and diversity.

Key Benefits


Personal growth for myself and my team.Training and developmentThe information age and its effectsGlobalisationDiversity in our workplaceStrategies to adapt to changeDeveloping the knowledge worker

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This programme focuses on the development of the individual's life skills and personal effectiveness through self-knowledge, self-mastery and maintaining a balance between work and personal responsibilities. It also addresses techniques to effectively manage work priorities and personal motivation in the light of organisational requirements.

Personal Effectiveness(ES204)

Know and develop self through the discovery of personal values, qualities, interests, abilities, and aptitudes.Build a positive attitude, self-image, and self esteem.Perform career planning. Maintain employment.Prioritise work.

Key Benefits


Knowing selfMy goals and I!My organisation effectiveness programmeTime managementLifestyle matters

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Besides equipping supervisors with the basic skills of problem-solving and decision-making, this programme aims to develop their abilities in leading teams in resolving workplace issues whilst encouraging them to adopt a more open mindset for ideas generation.

Problem Solving and Decision Making(ES205)

Be more proactive by detecting early symptoms to a problem, analysing the problem, and considering further impact to the problem. Delegate, involve or collaborate with direct reports, fellow colleagues, etc, to begin resolving the problem.Think more analytically and innovatively for solutions to the problem through generating information and creating links between them.Take charge and responsibility by taking concrete steps toward solving a problem.

Key Benefits


Define the ProblemOpen your Mind CreativelyIdentify the best solutionTransform Solution into Action

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Documents

SQC - Training Schedule Template v0c tools such as SQ Scan™ and STAR™ (Service Traits ... MSI Academy Sdn Bhd Fadib : ... transform your customers’ experience