SKILLS FRAMEWORK FOR TRAINING AND ADULT EDUCATION
TECHNICAL SKILLS & COMPETENCIES (TSC) REFERENCE DOCUMENT
TSC Category Learning Management
TSC Service Excellence
TSC Description Develop a service framework to manage and address service challenges, and partner with partners to deliver service excellence
Level 1 Level 2 Level 3
TSC Proficiency
Description TAE-CEX-3010-1.1
Build customer confidence
in the organisation and to
develop customer
relationships that build
customer loyalty. It also
involves the know-how of
handling service
opportunities and escalated
service challenges
Knowledge  Methods to develop
knowledge of
organisation’s product or
service offering
 Methods to establish
customer rapport
 Types of post-sales
follow up
 Types of service
opportunities and
escalated service
challenges
 Methods to respond to
service opportunities and
escalated service
challenges
© SkillsFuture Singapore
Effective date: November 2018 version 1.1 Page 1 of 2
Level 4
TAE-CEX-4010-1.1
Establish and maintain
relationships to enhance
service excellence, which
includes implementing
continual improvements to
strengthen relationships with
service partners
 Methods to evaluate the
success of implemented
service innovation ideas
 Methods to develop
knowledge of
organisation’s product or
service offering
 Methods to establish
customer rapport
 Types of post-sales
follow up
 Types of service
partners
 Methods to strengthen
collaborations with
service partners
 Techniques to evaluate
performance of
partnerships
Level 5 Level 6
TAE-CEX-5010-1.1
Establish partnerships that
are necessary to the
organisation in delivering
service excellence and to
enhance the service
operations process
 Strategies to establish
value creating
partnerships
 Types of service
partners
 Methods to strengthen
collaborations with
service partners
 Techniques to evaluate
performance of
partnerships
 SKILLS FRAMEWORK FOR TRAINING AND ADULT EDUCATION
TECHNICAL SKILLS & COMPETENCIES (TSC) REFERENCE DOCUMENT

Abilities  Continually enhance  Establish and maintain  Establish value creating

knowledge of relationships with service partnerships with service
organisation’s product or partners to enhance partners to achieve
service offerings and service excellence organisational service
customer profile  Update service partners excellence
 Establish customer on the organisation’s  Identify the value which
rapport to build customer vision, mission, values the alliance would bring
confidence and customer-focused to each party
 Provide post-sales follow strategy  Develop clarity and
up  Share with service reasons for partnership
 Respond to service partners the  Develop and maintain
opportunities and organisation’s service trust which may include:
escalated service standards and key  Create clear and robust
challenges to reinforce performance indicators partnership
customers’ confidence in (KPIs) for service arrangements
the organisation partners  Strengthen
 Share industry collaborations with
knowledge and service partners to
experience with service enhance performance to
partners achieve the
 Assess performance of organisation’s service
service partnerships to standards
identify areas of  Evaluate performance of
improvement service partners and
 Implement continual their contributions to the
improvements to organisation’s service
strengthen relationships standards
with service partners
 Communicate reasons
for continual
improvements to service
partners
 Communicate continual
improvements to team
 Obtain feedback from
service partner on
improvements
 Monitor service partners’
performance after
implementation of
continual improvements

© SkillsFuture Singapore
Effective date: November 2018 version 1.1 Page 2 of 2