Lead with Service Vision (Service Leadership)
Course Code: TGS-2019504207 | SSG Funded
In-Company Training
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, and videos.
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
| Type | Individual Sponsored | Company Sponsored | ||||
| Non-SME | SME | |||||
| Before GST | After GST | Before GST | After GST | Before GST | After GST | |
| Full Course Fee (Foreigners / Non-Eligible Participants) | $590.00 | $643.10 | $590.00 | $643.10 | $590.00 | $643.10 |
| Singapore Citizens (Aged 21 to 39 years old) | $295.00 | $348.10 | $295.00 | $348.10 | $177.00 | $230.10 |
| Singapore Permanent Residents | $295.00 | $348.10 | $295.00 | $348.10 | $177.00 | $230.10 |
| Singapore Citizens (Aged 40 years old and above) | $177.00 | $230.10 | $177.00 | $230.10 | $177.00 | $230.10 |
Skill Code: RET-CEX-4014-1.1
Skill Title: Service Leadership-4
Funding valid till 22 Aug 2027
* 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.
Contact us for more information.
- 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, and videos.
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
| Type | Individual Sponsored | Company Sponsored | ||||
| Non-SME | SME | |||||
| Before GST | After GST | Before GST | After GST | Before GST | After GST | |
| Full Course Fee (Foreigners / Non-Eligible Participants) | $590.00 | $643.10 | $590.00 | $643.10 | $590.00 | $643.10 |
| Singapore Citizens (Aged 21 to 39 years old) | $295.00 | $348.10 | $295.00 | $348.10 | $177.00 | $230.10 |
| Singapore Permanent Residents | $295.00 | $348.10 | $295.00 | $348.10 | $177.00 | $230.10 |
| Singapore Citizens (Aged 40 years old and above) | $177.00 | $230.10 | $177.00 | $230.10 | $177.00 | $230.10 |
Skill Code: RET-CEX-4014-1.1
Skill Title: Service Leadership-4
Funding valid till 22 Aug 2027
* 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.
Contact us for more information.
