Lead with Service Vision (Service Leadership) (16 hrs)

Course Code: CRS-Q-0039819-RET

This course covers knowledge and application skills in leading a team to deliver service excellence that is in line with the organisation’s customer-focused strategy. It includes promoting a customer-centric environment and analysing the team’s performance to identify areas of improvement.

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

  • Recognise the roles and responsibilities of a leader in operationalising the organisation’s vision, mission and values
  • Promote a customer-centric environment to influence team to achieve service excellence
  • Analyse performance of team to identify follow-up actions for improvement

Recognise the roles and responsibilities of a leader in operationalising the organisation’s vision, mission and values

  • Understand the service leader’s roles and responsibilities in the service value chain and how it impacts the whole organisation
  • Identify with the characteristics of a service leader in terms of the skills, attributes and behaviours required

Promote a customer-centric environment to influence team to achieve service excellence

  • Create a customer-centric work environment to influence team to exhibit service excellence behaviours
  • Apply appropriate platforms and techniques to promote a customer-centric work environment
  • Apply suitable methods to operationalise the organisation’s service vision, mission and values (VMV) such as:
    – Cascading service behaviours desired by the organisation
    – Aligning team performance standards to the organisation’s VMV
    – Integrating behavioural and performance expectations into the performance review of team members
    – Devising SOPs, policies, processes and / or blueprints align with VMV
  • Exhibit characteristics of a influencing service leader
  • Provide support and reinforcement to influence team and individuals to achieve service excellence

Analyse performance of team to identify follow-up actions for improvement

  • Monitor and obtaining feedback from appropriate sources on the team performance
  • Analyse the team performance to identify service gaps and best practices
  • Evaluate and carry out follow-up actions for continuous improvement in support of VMV

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

This course is suitable for customer experience managers, store / branch managers, heads of departments, and outlet managers.

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

Course Fee : $590.00
Nett Fee Incl. 7% GST : $631.30
Nett Fee after Training Grant* : $100.30 (SMEs) | $391.30 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $100.30
Nett Fee after WTS* : $70.80

* 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 roles and responsibilities of a leader in operationalising the organisation’s vision, mission and values
  • Promote a customer-centric environment to influence team to achieve service excellence
  • Analyse performance of team to identify follow-up actions for improvement
Course Contents

Recognise the roles and responsibilities of a leader in operationalising the organisation’s vision, mission and values

  • Understand the service leader’s roles and responsibilities in the service value chain and how it impacts the whole organisation
  • Identify with the characteristics of a service leader in terms of the skills, attributes and behaviours required

Promote a customer-centric environment to influence team to achieve service excellence

  • Create a customer-centric work environment to influence team to exhibit service excellence behaviours
  • Apply appropriate platforms and techniques to promote a customer-centric work environment
  • Apply suitable methods to operationalise the organisation’s service vision, mission and values (VMV) such as:
    – Cascading service behaviours desired by the organisation
    – Aligning team performance standards to the organisation’s VMV
    – Integrating behavioural and performance expectations into the performance review of team members
    – Devising SOPs, policies, processes and / or blueprints align with VMV
  • Exhibit characteristics of a influencing service leader
  • Provide support and reinforcement to influence team and individuals to achieve service excellence

Analyse performance of team to identify follow-up actions for improvement

  • Monitor and obtaining feedback from appropriate sources on the team performance
  • Analyse the team performance to identify service gaps and best practices
  • Evaluate and carry out follow-up actions for continuous improvement in support of VMV
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 customer experience managers, store / branch managers, heads of departments, and outlet managers.

Course Details

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

Course Fee : $590.00
Nett Fee Incl. 7% GST : $631.30
Nett Fee after Training Grant* : $100.30 (SMEs) | $391.30 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $100.30
Nett Fee after WTS* : $70.80

* 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
October 1, 2020 - October 2, 2020 (9:00 am - 6:00 pm) Register Now