WSQLSVM: SERVICE LEADERSHIP L4: LEAD WITH SERVICE VISION (MSF)
SERVICE LEADERSHIP L4: LEAD WITH SERVICE VISION (MSF)
Course Duration
Mode of Assessment
Participants would be assessed through learning activities conducted during the programme.
Who Should Attend
Recommended for corporate leaders and service professionals empowered with leadership roles - Managers, Supervisors & Service Team Leaders
What's In It for Me
- Recognise the roles and responsibility of a leader in operationalising the organisations vision, mission & values
- Promote a customer-centric environment to lead teams towards service excellence through a family-friendly approach
- Strengthen the performance of teams by identifying follow-up actions for improvement
Course Overview
Designed by the Ministry of Social & Family Development, Ideal for Family-Friendly Business
Are you leading your team effectively to fulfil a powerful promise of service excellence in your organisation? How can you ignite a passion for service in your team to promote a customer-centric environment? Motivate your team to translate direction into results.
This course has been carefully designed and tailored to meet the needs of corporate leaders and service managers who serve family-customers. Corporate leaders and service managers are encouraged to lead, role model and deliver excellence in line with a family-friendly, customer-focused approach, and identify areas of improvement to strengthen a teams performance.
Course Schedule
Next available schedule
Course Objectives
At the end of the course, learners will be able to:
- Recognise the roles and responsibility of a leader in operationalising the organisations vision, mission & values
- Promote a customer-centric environment to lead teams towards service excellence through a family-friendly approach
- Strengthen the performance of teams by identifying follow-up actions for improvement
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 3.
Course Outline
1. Recognise the roles and responsibilities of a leader in operationalising the organisations vision, mission and values
- Relationship between the organisations vision, mission and values and customers expectations
- Importance of delivering excellent service to customers and families
- Role and responsibilities of a leader in operationalising the organisations family-friendly vision, mission and values
- Understand your family customers
> Families with young children
> Healthy and ambulant seniors
> Seniors with dementia
> Persons with disabilities
- What positive customer experience means for different family customers
- Operationalise the organisations family-friendly vision, mission and values
- Develop systems and processes to execute the organisations family-friendly vision, mission, values, as well as a service plan to meet the needs and expectations of family customers
2. Promote a customer-centric environment to lead teams towards service excellence and to generate and implement innovative service ideas for families
- Types of family-friendly infrastructures, amenities and services
> Uses, safety, convenience, ease of use, application of Universal Design principles
> Innovate physical environments to enhance family-friendliness
I am their Role Model
> Cultural awareness and cross-cultural competency
> Communicate to customers with CARE: Confirm understanding, Acknowledge, Remember, Empathise
> Provide safe assistance to customers with mobility issues
> How to assist a customer in need
- Setting clear goals and performance metrics for the team while fostering a customer-centric culture to enhance the customer experience for families such as translating customer-focused, family-centric service into desired team behaviour
- Redesigning processes to recognise and support family-friendly service innovation
> Empowerment within appropriate boundaries
> Reward and recognition systems
> Innovative processes and activities to attract families
3. Analyse performance of teams to identify follow-up actions for improvement
- Methods to analyse the performance of a team
> Conduct formal reviews
> Compare the teams performance with organisational guidelines
> Obtain feedback on the teams performance
Recognise team members who display desired behaviours
- Coach teams to take preventive and corrective actions for improvement
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 L4: Lead with Service Vision (MSF)
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 | $480.00 | $513.60 | $480.00 | $513.60 | $480.00 | $513.60 |
| Singapore Citizens & PRs aged 21 years and above | $240.00 | $273.60 | $240.00 | $273.60 | $48.00 | $81.60 |
| Singapore Citizens aged 40 years and above | $48.00 | $81.60 | $48.00 | $81.60 | $48.00 | $81.60 |
^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-0040366-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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