Lead with Service Vision (Service Leadership) (e-Learning) (16 hrs)

Lead with Service Vision (Service Leadership) (Synchronous e-learning) (16 hrs)

Online Learning - Gain competencies in leading a team to deliver service excellence in line with the organisational customer-focused strategy.

This module covers the 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.

Upon fulfilling all requirements, you will receive a Statement of Attainment (SOA) issued by SkillsFuture Singapore (SSG).

Recommended for
- Anyone who wants to build a customer-centric organisation
- Individuals in managerial or supervisory roles
- Individuals managing customer experiences and relationships

Key Benefits

- Recognise the roles and responsibilities of a leader in operationalising the organisation’s vision, mission and values
- Promote a customer-centric environment to influence the team to achieve service excellence
- Analyse performance of the team to identify follow-up actions for improvement

Course Contents

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 the characteristics of a service leader in terms of the skills, attributes and behaviours required

Promote a customer-centric environment to influence the team to achieve service excellence
- Create a customer-centric work environment to influence the 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)
- Integrate behavioural and performance expectations into the performance review
- Devise SOPs, policies, processes and / or blueprints
- Exhibit characteristics of an influencing service leader
- Provide support and positive reinforcement to team members

Analyse performance of the team to identify follow-up actions for improvement
- Monitor and obtain 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

Learning Methodology

- Online learning via LIVE streaming
- Undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos

Course Details

Course Fee : $590.00
Nett Fee Incl. 7% GST : $631.30
Nett Fee after SkillsFuture Mid-Career Enhanced Subsidy (Singapore Citizens aged 40 years old and above) : $100.30*
Nett Fee after Training Grant for SMEs : $100.30*
Nett Fee after Training Grant for Non-SMEs : $391.30*
Nett Fee after Training Grant for Self-Sponsored : $391.30*

Course Dates: August 5, 2021 - August 6, 2021 (9:00 am - 6:00 pm)

*Terms and conditions apply. This course is eligible for use of SkillsFuture Credit on top of existing funded fees.