Coach for Service Performance (Service Coaching) (16 hrs)

Course Code: CRS-Q-0039846-RET

This course addresses the skills and knowledge to coach individuals for service performance. It involves identifying the coaching needs of individuals, and preparing and delivering a coaching plan. It also includes the use of coaching techniques to close service gaps and monitor the progress of individuals for improvements in service performance.

Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).

  • Recognise the role of a coach in coaching for service performance
  • Prepare coaching plan for individuals to address service performance issues
  • Demonstrate the use of coaching techniques to address service performance issues
  • Monitor progress of individual for improvements in service performance

Recognise the role of a coach in coaching for service performance

  • Know the roles and characteristics of a coach
  • Establish individual’s (coachee’s) role in service delivery so as to coach the individual to improve service performance

Prepare coaching plan for individuals to address service performance issues

  • Apply appropriate method to identify the coaching needs or areas of improvement of an individual
  • Formulate a coaching plan for service performance improvement to demonstrate understanding of the components of coaching plan

Demonstrate the use of coaching techniques to address service performance issues

  • Demonstrate the techniques for coaching
  • Apply suitable coaching styles with considerations to the coaching platform, coachee’s individual learning styles and barriers to learning
  • Apply appropriate methods to overcome individual’s barrier to learning

Monitor progress of individual for improvements in service performance

  • Apply suitable methods to monitor progress of the individual under the period of coaching
  • Provide feedback to individual on service performance in a constructive and supportive manner

Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, videos, and case studies.

This course is suitable for call centre supervisors, crew / section / team leaders, assistant store managers, and supervisors.

Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm

Course Fee : $430.00
Nett Fee Incl. 7% GST : $460.10
Nett Fee after Training Grant* : $73.10 (SMEs) | $188.10 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $73.10
Nett Fee after WTS* : $51.60

* Please click HERE for detailed information on course fee funding schemes, SkillsFuture credit, and complete listing of funded courses. This course is eligible for use of SkillsFuture credit.

Key Benefits
  • Recognise the role of a coach in coaching for service performance
  • Prepare coaching plan for individuals to address service performance issues
  • Demonstrate the use of coaching techniques to address service performance issues
  • Monitor progress of individual for improvements in service performance
Course Contents

Recognise the role of a coach in coaching for service performance

  • Know the roles and characteristics of a coach
  • Establish individual’s (coachee’s) role in service delivery so as to coach the individual to improve service performance

Prepare coaching plan for individuals to address service performance issues

  • Apply appropriate method to identify the coaching needs or areas of improvement of an individual
  • Formulate a coaching plan for service performance improvement to demonstrate understanding of the components of coaching plan

Demonstrate the use of coaching techniques to address service performance issues

  • Demonstrate the techniques for coaching
  • Apply suitable coaching styles with considerations to the coaching platform, coachee’s individual learning styles and barriers to learning
  • Apply appropriate methods to overcome individual’s barrier to learning

Monitor progress of individual for improvements in service performance

  • Apply suitable methods to monitor progress of the individual under the period of coaching
  • Provide feedback to individual on service performance in a constructive and supportive manner
Learning Methodology

Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, videos, and case studies.

Who Should Attend

This course is suitable for call centre supervisors, crew / section / team leaders, assistant store managers, and supervisors.

Course Details

Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm

Course Fee : $430.00
Nett Fee Incl. 7% GST : $460.10
Nett Fee after Training Grant* : $73.10 (SMEs) | $188.10 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $73.10
Nett Fee after WTS* : $51.60

* Please click HERE for detailed information on course fee funding schemes, SkillsFuture credit, and complete listing of funded courses. This course is eligible for use of SkillsFuture credit.

Course Application

Details Registration
August 20, 2020 - August 21, 2020 (9:00 am - 6:00 pm) Register Now
November 23, 2020 - November 24, 2020 (9:00 am - 6:00 pm) Register Now