WSQRMSV: SERVICE LEADERSHIP L3: ROLE MODEL THE SERVICE VISION
SERVICE LEADERSHIP L3: ROLE MODEL THE SERVICE VISION
Course Duration
Mode of Assessment
Participants would be assessed through course assessment exercises during the programme.
Who Should Attend
Participants with supervisory roles (i.e. Supervisors, Crew / Section / Team Leaders, Assistance Store managers, Service Team Leaders) who would like to learn how to lead teams in delivering service excellence and role model the organisation's service vision.
Course Overview
Exceeding customers’ expectations is a key driver to build customer loyalty and brand advocates, and every service professional has a role to play. Supervisors are required to guide and mentor their team to be customer-centric and drive service delivery and exemplify behaviours aligned to the organisation’s service vision. In this programme, participants will learn how to become great role models and drive team performance.
Courses Schedule
Next available schedule
Course Objectives
At the end of the programme, participants will be able to :
- Demonstrate the characteristics of a role model that reflect the organisation’s vision, mission and values
- Encourage teams to deliver service in accordance with the organisation’s 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
Pre-requisites
Participants should be able to speak, listen and read English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification (ES WSQ) Workplace Literacy (WPL) Level 4.
Course Outline
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My role in the organisation
In this segment, participants will learn the importance of an organisation’s vision, mission, values and service standards in making decisions around delivering excellent service. Examples from various organisations will be shared.
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My role in promoting a customer-centric culture
A key factor in ensuring the success of promoting and sustaining a customer-centric culture is having great leaders who inspire the people around. A positive role model displays a strong sense of ownership and sets a good example for their staff to follow. In this segment, participants will understand the importance of being customer – centric, identify and adopt the characteristics of good role models in promoting a customer-centric culture.
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My role in encouraging and monitoring team service delivery
It is important for supervisors to monitor their individual and team performance to take stock of their progress, ensure smooth operations and consistently deliver a high level of service. In this segment, participants will understand the importance of delivering service as a team, factors that influence service delivery as a team, learn methods to coach team members and monitor self-performance in delivering service.
Certificate Obtained and Conferred by
Participants who have successfully demonstrated competence in all the knowledge and skills requirements in this programme will be awarded a Statement of Attainment (SOA) by SkillsFuture Singapore (SSG). This programme is offered on a modular basis only.
- Mapped to Service Leadership L3: Role Model the Service Vision
Fees and Funding
Medium of Instruction & Trainer
English
Trainer: Trainee Ratio is 1: 24
Additional Note
– Important Note –
Transition of Service Excellence Competency Framework (SVCF) WSQ to Skills Framework (SF)
Transition period is 18 months from 1 April 2020 to 30 September 2020
From 1 April 2019, the Service Excellence Competency Framework (SVCF) WSQ will be transited to the Skills Framework Construct
- Each SVCF Skills Standard (SS) is mapped to a Technical Skills and Competencies (TSC) across Retail (SF), at the corresponding levels. Following the transition, all SOAs will reflect the respective TSC titles and Proficiency levels instead of the SVCF WSQ SS titles.
- Existing SVCF WSQ qualification titles and modules bundling will be retained
- Trainees who have commenced studies of qualification programmes accredited to SS are to complete the programmes within the 18-month transition period. Trainees will be awarded qualifications based on existing SS codes
- LHUB will offer SVCF WSQ modules (SS) till 30 June 2020
- LHUB will offer SVCF (SF) modules under SFw from 1 July 2020 onwards
- There should not be any WSQ courses based on SS from SVCF WSQ Framework from 1 October 2020
- For more information, visit SSG Website: www.ssg.gov.sg/wsq/industry-and-Occupational-Skills/ServiceExcellence-Competency-Framework.html
Price
| Individual Sponsored | Non-SME | SME | ||||
| w/o GST | w GST | w/o GST | w GST | w/o GST | w GST | |
| Original Course Fee | $380.00 | $406.60 | $380.00 | $406.60 | $380.00 | $406.60 |
| Singapore Citizens & PRs aged 21 years and above | $108.00 | $134.60 | $108.00 | $134.60 | $38.00 | $64.60 |
| Singapore Citizens aged 40 years and above | $38.00 | $64.60 | $38.00 | $64.60 | $38.00 | $64.60 |
^Applicable for Singapore Citizen ABOVE 21 yrs & BELOW 40 yrs old / Singapore PRs.
For more information, please contact us at +65 6336 LHUB (5482) or email [email protected].
When you sign in to your SkillsConnect account, please use the course reference number CRS-Q-0040369-RET to find this course.
Terms and conditions apply. NTUC LearningHub reserve the right to make changes or improvements to any of the products described in this document without prior notice.
Prices are subject to other LHUB miscellaneous fees.
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