Lead with Service Vision (Service Leadership)
(16 hrs)
Course Code: TGS‐2019504207
This course covers knowledge and application skills in leading a team to deliver service excellence 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.
Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).
Course Details
Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm
Course Fee : $590.00
Nett Fee Incl. 7% GST : $631.30
Nett Fee after Training Grant* : $100.30 (SMEs) | $391.30 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $100.30
* 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 |
|---|---|
| November 18, 2021 - November 19, 2021 (9:00 am - 6:00 pm) | 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 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
Who should Attend
This course is suitable for customer experience managers, store/branch managers, heads of departments, and outlet managers.
Programme Outlines
- 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) such as:
- Cascading service behaviours desired by the organisation
- Aligning team performance standards to the organisation’s VMV
- Integrating behavioural and performance expectations into the performance review of team members
- Devising SOPs, policies, processes and/or blueprints align with VMV
- Exhibit characteristics of an influencing service leader
- Provide support and reinforcement to influence team and individuals to achieve service excellence
- Analyse performance of the team to identify follow-up actions for improvement
- Monitor and obtaining 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 in support of VMV
Methodologies
Participants will undergo experiential learning through mini-lectures, group discussions, role-plays, quizzes, and videos.