Demonstrate the Service Vision (Service Leadership) (8 hrs)

• Recognise the role one plays in contributing to the organisation’s vision, mission, and values
• Demonstrate service delivery in accordance with the organisation’s vision, mission, and values
• Monitor own performance to ensure consistency with the organisation’s vision, mission, and values

Recognise the role one plays in contributing to the organisation’s vision, mission and values

• Explain the significance of the organisation’s service vision and commitment to service excellence
• Identify one’s role in the service value chain and how it impacts others

Demonstrate service delivery in accordance with the organisation’s vision, mission and values

• Demonstrate behaviours in support of the organisation’s service vision
• State the standards to which one is required to play the role in realising the service vision

Monitor own performance to ensure consistency with the organisation’s vision, mission and values

• Obtain feedback from customers, colleagues, supervisors to affirm good performance and identify service gaps
• Reflect and make plans for continuous improvement in support of service vision

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

This course is suitable for customer-facing staff, customer service representatives, call centre officers, store advisors, and service crew.

Duration : 1 day (8 hrs)
Time : 9:00am to 6:00pm

Skill Code: RET-CEX-1014-1.1
Skill Title: Service Leadership-1
Funding validity period: 27 Jan 2020 – 04 Aug 2025

* Please click HERE for detailed information on general terms and conditions.

* 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.