Role Model the Service Vision (Service Leadership) (16 hrs)
Course Code: TGS-2019504197 | 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 role modelling the service vision of an organisation. It involves demonstrating the characteristics of a role model and promoting a customer-centric culture within the team to achieve service excellence.
Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).
- Demonstrate the characteristics of a role model that reflect the organisation’s vision, mission and values
-
Encourage team to deliver service in accordance with organisation guidelines
-
Promote a customer-centric culture within the service environment to achieve service excellence
-
Monitor performance of self and team to ensure consistency with the organisation’s guidelines
Demonstrate the characteristics of a role model that reflect the organisation’s vision, mission and values
- Conduct oneself in a way that is consistent with the organisational vision, goals and objectives
– Perform tasks at all levels of the team structure
– Employ effective communication techniques
– Display the qualities and characteristics of a service professional
Encourage team to deliver service in accordance with organisation guidelines
- Communicate organisational guidelines to team
– Vision, mission and values
– Service vision
– Service brand
– Service standards - Adopt methods to encourage team to deliver service
– Build and maintain trust, respect and rapport
– Provide direction and advice to the team
– Encourage the team to work together to improve service delivery
– Confirm the understanding of roles and responsibilities within the team
Promote a customer-centric culture within the service environment to achieve service excellence
- Foster a strong desire to provide value-added, positive consumer experience
– Highlight positive examples of service delivery
– Embrace feedback on how customer experience can be enhanced
– Set clear and defined goals for the service team - Adopt methods to promote a customer-centric culture
– Morning roll-calls to inspire staff
– Team retreats
– Team meetings
– On-the-job training
Monitor performance of self and team to ensure consistency with the organisation’s guidelines
- Adopt methods to monitor self and team
– Collect self-review data
– Obtain feedback from others
– Chart progress and improvements
– Conduct self-reflection and examination of one’s strengths and weaknesses
Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.
This course is suitable for call centre supervisors, crew / section / team leaders, assistant store managers, and supervisors.
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 | $520.00 | $520.00 | $520.00 | $520.00 |
| Less: SkillsFuture Funding | $260.00 | $364.00 | $364.00 | $260.00 |
| Total Nett Fee | $260.00 | $156.00 | $156.00 | $260.00 |
| Add: GST @ 9% of Course Fee | $46.80 | $46.80 | $46.80 | $46.80 |
| Total Fee Payable to SQC | $306.80 | $202.80 | $202.80 | $306.80 |
Skill Code: RET-CEX-3014-1.1
Skill Title: Service Leadership-3
Funding valid till 24 Jul 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.
- Demonstrate the characteristics of a role model that reflect the organisation’s vision, mission and values
-
Encourage team to deliver service in accordance with organisation guidelines
-
Promote a customer-centric culture within the service environment to achieve service excellence
-
Monitor performance of self and team to ensure consistency with the organisation’s guidelines
Demonstrate the characteristics of a role model that reflect the organisation’s vision, mission and values
- Conduct oneself in a way that is consistent with the organisational vision, goals and objectives
– Perform tasks at all levels of the team structure
– Employ effective communication techniques
– Display the qualities and characteristics of a service professional
Encourage team to deliver service in accordance with organisation guidelines
- Communicate organisational guidelines to team
– Vision, mission and values
– Service vision
– Service brand
– Service standards - Adopt methods to encourage team to deliver service
– Build and maintain trust, respect and rapport
– Provide direction and advice to the team
– Encourage the team to work together to improve service delivery
– Confirm the understanding of roles and responsibilities within the team
Promote a customer-centric culture within the service environment to achieve service excellence
- Foster a strong desire to provide value-added, positive consumer experience
– Highlight positive examples of service delivery
– Embrace feedback on how customer experience can be enhanced
– Set clear and defined goals for the service team - Adopt methods to promote a customer-centric culture
– Morning roll-calls to inspire staff
– Team retreats
– Team meetings
– On-the-job training
Monitor performance of self and team to ensure consistency with the organisation’s guidelines
- Adopt methods to monitor self and team
– Collect self-review data
– Obtain feedback from others
– Chart progress and improvements
– Conduct self-reflection and examination of one’s strengths and weaknesses
Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.
This course is suitable for call centre supervisors, crew / section / team leaders, assistant store managers, and supervisors.
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 | $520.00 | $520.00 | $520.00 | $520.00 |
| Less: SkillsFuture Funding | $260.00 | $364.00 | $364.00 | $260.00 |
| Total Nett Fee | $260.00 | $156.00 | $156.00 | $260.00 |
| Add: GST @ 9% of Course Fee | $46.80 | $46.80 | $46.80 | $46.80 |
| Total Fee Payable to SQC | $306.80 | $202.80 | $202.80 | $306.80 |
Skill Code: RET-CEX-3014-1.1
Skill Title: Service Leadership-3
Funding valid till 24 Jul 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 25, 2024 - March 26, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Closed |
|
May 29, 2024 - May 30, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
|
July 23, 2024 - July 24, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
|
September 26, 2024 - September 27, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
|
November 28, 2024 - November 29, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
