Role Model the Service Vision
(Service Leadership)(16 hrs)

Course Code: TGS‐2019504197

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).

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

* 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
October 14, 2021 - October 15, 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;

• Demonstrate the characteristics of a role model that reflect the organisation’s vision, mission and values
• Encourage the 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

Who Should Attend

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

Programme Outlines

1. 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
2. Encourage the 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 the 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
3. 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
     • orning roll-calls to inspire staff
     • Team retreats
     • Team meetings
     • On-the-job training
4. 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

Methodologies

Participants will undergo experiential learning through mini-lectures, group discussions, role-plays, quizzes, and videos.