role model the service vision

Role Model the Service Vision (Service Leadership) (Synchronous e-learning) (16 hrs)

Course Code: CRS-Q-0039420-RET

*Online Course*

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

The course will be conducted through online LIVE streaming via Zoom. 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

Course Fee : $430.00
Nett Fee Incl. 7% GST : $460.10
Nett Fee after Training Grant* : $73.10 (SMEs) | $188.10 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $73.10

Enhanced Absentee Payroll (w.e.f 1st May 2020)

For SMEs / Non-SMEs (90% of hourly basic salary, capped at $10 per trainee-hour) : $160.00

* 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.

Key Benefits
  • 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
Course Contents

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
Learning Methodology

The course will be conducted through online LIVE streaming via Zoom. Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.

Who Should Attend

This course is suitable for call centre supervisors, crew / section / team leaders, assistant store managers, and supervisors.

Course Details

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

Course Fee : $430.00
Nett Fee Incl. 7% GST : $460.10
Nett Fee after Training Grant* : $73.10 (SMEs) | $188.10 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $73.10

Enhanced Absentee Payroll (w.e.f 1st May 2020)

For SMEs / Non-SMEs (90% of hourly basic salary, capped at $10 per trainee-hour) : $160.00

* 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
February 10, 2020 - February 11, 2020 (9:00 am - 6:00 pm) Closed
August 24, 2020 - August 25, 2020 (9:00 am - 6:00 pm) Online LIVE stream via Zoom Closed
December 3, 2020 - December 4, 2020 (9:00 am - 6:00 pm) Online LIVE stream via Zoom Register Now