At the end of the programme, participants should be able to:
Are your frontline service supervisors well-equipped to inspire team members, coach on-the-job and guide staff appropriately towards resolving service breakdowns?
The Coach Service Teams and Individuals programme is just what you need to establish and maintain an effective team, achieve customer retention and assess service levels for continual improvement.
Designed to build up the competency levels of frontline service supervisors, participants gain the skills and knowledge to take on a coaching role in an organisational service environment and learn to adjust the coaching technique according to the individual's or team's needs.
This competency- and assessment-based programme awards learners that are certified competent with a Statement of Attainment (SOA) by the Workforce Development Agency (WDA).
COURSE OUTLINE
Prepare for Coaching
Identify the coaching needs of service team.
Set service coaching objectives and get individual or service teams' commitment towards objectives set.
On-the-job coaching to achieve service objectives
Best coaching techniques to explain and demonstrate specific skills and knowledge
Practice learnt skills and role play in a realistic environment.
Confirm that new skills or knowledge is properly imparted to learners, adjust coaching technique if required and provide constructive feedback.
Evaluate and follow up service coaching
Monitor and assess staff progress of developing new service skills and knowledge and follow up with supportive assistance if required.
Review your personal coaching style and performance and develop strategies for improvement where necessary.
LEARNING OUTCOMES
At the end of the programme, participants should be able to:
Inspire and motivate team members towards excellent service delivery
Monitor and assess the individual's or the team's progress in developing new service skills and knowledge
Build commitment for action and change among team members
Set realistic performance goals
Better communicate and follow-up with team members for desired results
METHODOLOGY
Experiential methods of learning will be applied to enable participants to learn and practice the concepts and skills taught during the programme:
Mini-lectures
Activities
Role Plays
Group Discussions/Exercises/Presentations
Written Assessment
Work Place Assessment
WHO WILL BENEFIT
Supervisory level personnel especially those with responsibility in coaching frontline staff and customer service staff, service team leaders from various service industry sectors.
1) 20,21,22 SEP
2) 18,19,20 OCT
3) 02,03,04 NOV
4) 13,14,15 DEC
(All registrations must be received 3 weeks before commencement date)
Terms & Conditions:
SQ Centre reserves the right to cancel any of the above course schedules due to unforseen circumstances and will make every effort to inform
participants of any changes in advance. + 2-day,3-day and 5-day programmes total 16 hours, 24 hours and 40 hours respectively. * Subsidised prices quoted are NETT and for ONE training programme. Subsidised course fees available to Singaporeans and PRs only.
Foreigners(Non-Singaporeans / Non-PRs) pay full course fees. Read more...
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