Demonstrate the Service Vision (Service Leadership)
(Synchronous e-learning) (8 hrs)
Course Code: TGS‐2019504289
This course covers knowledge and application skills in demonstrating the organisation’s service vision and recognising the role that one plays in contributing to the service vision.
Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).
Note: This is an online course.
Course Details
Duration : 1 day (8 hrs)
Time : 9:00am to 6:00pm
Course Fee : $210.00
Nett Fee Incl. 7% GST : $224.70
Nett Fee after Training Grant* : $35.70 (SMEs) | $88.70 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $35.70
* Please click HERE for detailed information on course fee funding schemes, SkillsFuture credit, and a complete listing of funded courses. This course is eligible for use of SkillsFuture credit.
Course Application
| Date | Details |
| September 27, 2021 - September 27, 2021 (9:00 am - 6:00 pm) Online LIVE stream via Zoom |
Open for registration (Fill in the enquiry form to know more) |
| November 24, 2021 - November 24, 2021 (9:00 am - 6:00 pm) Online LIVE stream via Zoom |
Open for registration (Fill in the enquiry form to know more) |
Key Takeaways
Upon completion of this workshop, participants will be able to;
- Recognise the role one plays in contributing to the organisation’s vision, mission, and values
- Demonstrate service delivery in accordance with the organisation’s vision, mission, and values
- Monitor own performance to ensure consistency with the organisation’s vision, mission, and values
Who Should Attend
This course is suitable for customer-facing staff, customer service representatives, call centre officers, store advisors, and service crew.
Programme Outline
- Recognise the role one plays in contributing to the organisation’s vision, mission and values
- Explain the significance of the organisation’s service vision and commitment to service excellence
- Identify one’s role in the service value chain and how it impacts others
- Demonstrate service delivery in accordance with the organisation’s vision, mission and values
- Demonstrate behaviours in support of the organisation’s service vision
- State the standards to which one is required to play the role in realising the service vision
- Monitor own performance to ensure consistency with the organisation’s vision, mission and values
- Obtain feedback from customers, colleagues, supervisors to affirm good performance and identify service gaps
- Reflect and make plans for continuous improvement in support of service vision
Methodologies
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.