PWM-Retail: Role Model the Service Vision (Service Leadership)
Course Code: TGS-2019504197 | SSG Funded
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.
| 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) | $520.00 | $566.80 | $520.00 | $566.80 | $520.00 | $566.80 |
| Singapore Citizens (Aged 21 to 39 years old) | $260.00 | $306.80 | $260.00 | $306.80 | $156.00 | $202.80 |
| Singapore Permanent Residents | $260.00 | $306.80 | $260.00 | $306.80 | $156.00 | $202.80 |
| Singapore Citizens (Aged 40 years old and above) | $156.00 | $202.80 | $156.00 | $202.80 | $156.00 | $202.80 |
Duration : 2 days (16 hrs)
Skill Code: RET-CEX-3014-1.1
Skill Title: Service Leadership-3
Funding valid till 24 Jul 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.
* UTAP funding and PSEA claims are available.
- 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.
| 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) | $520.00 | $566.80 | $520.00 | $566.80 | $520.00 | $566.80 |
| Singapore Citizens (Aged 21 to 39 years old) | $260.00 | $306.80 | $260.00 | $306.80 | $156.00 | $202.80 |
| Singapore Permanent Residents | $260.00 | $306.80 | $260.00 | $306.80 | $156.00 | $202.80 |
| Singapore Citizens (Aged 40 years old and above) | $156.00 | $202.80 | $156.00 | $202.80 | $156.00 | $202.80 |
Duration : 2 days (16 hrs)
Skill Code: RET-CEX-3014-1.1
Skill Title: Service Leadership-3
Funding valid till 24 Jul 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.
* UTAP funding and PSEA claims are available.
Course Application
| Details | Registration |
|---|---|
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June 6, 2026 - June 13, 2026 (8:30 am - 5:30 pm)
Full! [Classroom - Weekend] Jurong East | Jun 6 & 13
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Closed |
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June 9, 2026 - June 10, 2026 (8:30 am - 5:30 pm)
Full! [Classroom - Weekday] Jurong East
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June 17, 2026 - June 18, 2026 (8:30 am - 5:30 pm)
[Classroom - Weekday]
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(10 seats left)
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June 20, 2026 - June 27, 2026 (8:30 am - 5:30 pm)
Full! [Classroom - Weekend] Jurong East | Jun 20 & 27
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June 25, 2026 - June 26, 2026 (8:30 am - 5:30 pm)
Confirmed Class! [Classroom - Weekday] Jurong East
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July 9, 2026 - July 10, 2026 (8:30 am - 5:30 pm)
[Classroom - Weekday] Jurong East
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July 11, 2026 - July 18, 2026 (8:30 am - 5:30 pm)
[Classroom - Weekend] Jurong East | July 11 & 18
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July 13, 2026 - July 14, 2026 (8:30 am - 5:30 pm)
[Classroom - Weekday] Jurong East
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July 21, 2026 - July 22, 2026 (8:30 am - 5:30 pm)
[Classroom - Weekday] Jurong East
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August 4, 2026 - August 5, 2026 (8:30 am - 6:00 pm)
[Classroom - Weekday] Jurong East
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August 13, 2026 - August 14, 2026 (8:30 am - 5:30 pm)
[Classroom - Weekday] Jurong East
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August 20, 2026 - August 21, 2026 (8:30 am - 5:30 pm)
[Classroom - Weekday] Jurong East
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August 22, 2026 - August 29, 2026 (8:30 am - 5:30 pm)
[Classroom - Weekend] Jurong East | Aug 22 & 29
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