The objective of this course is to provide learners the techniques and criteria in selecting the solution to collaborate with customers at the workplace to achieve or improve service outcomes.

At the end of this course, you will be able to:

• Improve and deliver service excellence in managing their service operation
• Utilise appropriate tools to improve their service delivery in the workplace
• Apply logical deduction to devise the solution to resolve issue during service operation
• Evaluate the effectiveness of the implemented solution according to organisation procedures

• Employability Skills (ES) Workplace Literacy level 1 and above.
• Be able to manipulate numbers at a proficiency level equivalent to ES Workplace Numeracy level 1 and above.

• 15 hours of classroom and practical training.
• 1 hour of assessment including written, oral, and practical assessment.

This unit covers the following knowledge items:

1. Organisational requirements and procedures for customer handling and service delivery
2. Types of information to be gathered to identify solutions
3. Techniques to manage decision-making process
4. Characteristics of appropriate decision making techniques
5. Evaluative techniques to select a solution
6. Communication techniques and channels relevant for disseminating decisions

• Person or Supervisor who manages daily operations in the organisation under the environmental services Industry.
• Person or Supervisor who wishes to improve their communication skill to deliver service excellence in their workplace.