Course Objectives On completion of this unit, the learner will have knowledge and application skills in implementing operations for service excellence and be able to apply them to the workplace. Course Content 1. Importance of one’s role in the service value chain 2. Sources of information commonly sought by organisation's customers 3. Deliver service as part of a team according to the organisation’s service standards 4. Organisation’s service escalation process 课程目标 完成本单元后，学员将具备实施卓越服务操作的知识和技能和应用技能，并能够将其应用于工作场所。 课程内容 1. 一个人在服务价值链中的角色的重要性 2. 组织客户通常寻求的信息来源 3. 根据组织的服务标准，作为团队的一部分提供服务 4. 组织服务升级流程