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

• 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

Skill Code: RET-CEX-4014-1.1
Skill Title: Service Leadership-4
Funding validity period: 27 Jan 2020 – 22 Aug 2025

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* 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.