Lead with Service Vision (Service Leadership) (16 hrs)
Course Code: TGS-2019504207 | SSG Funded
Note: Classroom-based learning will be conducted through virtual classroom until further notice. Terms and conditions apply.
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
With effect from 1 Jan 2024
| Type | Individuals | |||
| Singapore Citizens and Permanent Residents (Aged ≥ 21 years old) | Employer-sponsored and Self-Sponsored Singapore Citizens aged ≥ 40 years old | SME-sponsored Singapore Citizens and Permanent Residents | Non-SME-sponsored Singapore Citizens and Permanent Residents | |
| Type of Funding | ||||
| SkillsFuture Funding (Baseline) | SkillsFuture Mid-career Enhanced Subsidy | SkillsFuture Enhanced Training Support for SMEs | SkillsFuture Training Support for Non-SMEs | |
| Course Fee | $590.00 | $590.00 | $590.00 | $590.00 |
| Less: SkillsFuture Funding | $295.00 | $413.00 | $413.00 | $295.00 |
| Total Nett Fee | $295.00 | $177.00 | $177.00 | $295.00 |
| Add: GST @ 9% of Course Fee | $53.10 | $53.10 | $53.10 | $53.10 |
| Total Fee Payable to SQC | $348.10 | $230.10 | $230.10 | $348.10 |
Skill Code: RET-CEX-4014-1.1
Skill Title: Service Leadership-4
Funding valid till 22 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.
- 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
With effect from 1 Jan 2024
| Type | Individuals | |||
| Singapore Citizens and Permanent Residents (Aged ≥ 21 years old) | Employer-sponsored and Self-Sponsored Singapore Citizens aged ≥ 40 years old | SME-sponsored Singapore Citizens and Permanent Residents | Non-SME-sponsored Singapore Citizens and Permanent Residents | |
| Type of Funding | ||||
| SkillsFuture Funding (Baseline) | SkillsFuture Mid-career Enhanced Subsidy | SkillsFuture Enhanced Training Support for SMEs | SkillsFuture Training Support for Non-SMEs | |
| Course Fee | $590.00 | $590.00 | $590.00 | $590.00 |
| Less: SkillsFuture Funding | $295.00 | $413.00 | $413.00 | $295.00 |
| Total Nett Fee | $295.00 | $177.00 | $177.00 | $295.00 |
| Add: GST @ 9% of Course Fee | $53.10 | $53.10 | $53.10 | $53.10 |
| Total Fee Payable to SQC | $348.10 | $230.10 | $230.10 | $348.10 |
Skill Code: RET-CEX-4014-1.1
Skill Title: Service Leadership-4
Funding valid till 22 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.
Course Application
| Details | Registration |
|---|---|
|
March 12, 2024 - March 13, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Closed |
|
June 11, 2024 - June 12, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Closed |
|
September 12, 2024 - September 13, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Closed |
|
December 10, 2024 - December 11, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
