SLSFTH2: WSQ RETAIL (SF): SERVICE LEADERSHIP (SERVICE FROM THE HEART)
WSQ RETAIL (SF): SERVICE LEADERSHIP (SERVICE FROM THE HEART)
Course Duration
Mode of Assessment
Assessment is to be conducted under SSGs current standards for the specific framework. There are 2 assessment methods in this module:
- Written Assessment
- Role Play
Who Should Attend
- Trainees who have interest in setting up their own business, especially in the F&B industry
- Current F&B owners who want to enhance their knowledge and skills
- Mid-life PMEs who want to own their own business and have a career change
Course Overview
The F&B sector is a competitive one with many concepts to attract customers to patronise the outlet. F&B outlets like cafs offer both products (menu items) and service to their customers. Products like specific cakes and drinks are more easily replicated in other outlets. To attract customers to continue patronising the caf, it is essential to differentiate this business through its service delivery. This competitive advantage in terms of service is more difficult to copy by competitors.
For a differentiating service delivery, it is essential to develop service leaders for all frontline staff at the caf.
Next available schedule
Course Objectives
Upon completion of this course, you will be able to:
- Organisations vision, mission and value
- Methods to demonstrate service delivery in line with the organisations vision, mission and values
– Types of customers
– Customer needs and expectations
– Qualities and characteristics of a service professional
– Importance of go-the-extra-mile for service to oneself and the organisation
– Methods to exceed customer expectations
– Principles of effective communication
– Non-verbal communication skills
– Methods to escalate areas of improvement to enhance customer experience
– Methods to project a professional image and persona
- Methods to monitor own performance
Learners will be able to state/describe the following:
- Recognise the role one plays in contributing to the organisations vision, mission and values
- Demonstrate service delivery in accordance with the organisations vision, mission and values
– Recognise the diverse range of customers and their needs and expectations
– Recognise the impact of ones professional image and persona on the organisation
– Project a professional image and persona
– Demonstrate effective communication skills when interacting with customers
– Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations
– Create a positive customer experience by offering customised and personalised service
– Know the customers preferred choices based on the customer group he or she belongs to
– Escalate feedback on areas of improvement to enhance the customer experience
- Monitor own performance to ensure consistency with the organisations vision, mission and values
Pre-requisites
These are the admission requirements:
- Speak, Listen, Read and Write English at WPL Level 4 or equivalent.
- Manipulate numbers at WPN Level 4 or equivalent
Course Outline
This contextualised course aims to equip you with the knowledge and skills to demonstrate the organisations service vision, and recognise the role that one plays in contributing to the service vision.
The course is structured that the learner progresses from the stage of recognising ones role in demonstrating service delivery. Finally, the final stage of monitoring ones performance. The learning builds from simple service concepts like understanding ones role in service delivery to more complex concepts like delivering personalised attention to customers.
Certificate Obtained and Conferred by
SSGs Statement of Attainment (SOA) will be awarded to learners who have achieved 75% attendance and are Competent (PASS) in their assessment.
Additional Details
Price
| Individual Sponsored | Non-SME | SME | ||||
| w/o GST | w GST | w/o GST | w GST | w/o GST | w GST | |
| Original Course Fee | $675.00 | $722.25 | $675.00 | $722.25 | $675.00 | $722.25 |
| Singapore Citizens & PRs aged 21 years and above | $267.00 | $314.25 | $267.00 | $314.25 | ||
| Singapore Citizens aged 40 years and above | $75.00 | $122.25 | $75.00 | $122.25 | ||
| Enhanced Training Support for SMEs Companies (90%) ** | $75.00 | $122.25 | ||||
Course reference code in SkillsConnect:
- For Training Grant application, please use the following reference code
Reference code: CRS-Q-0036460-RET
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.
| Batch ID | Course Period | Course Title | Funding Available |
Duration (Hours) |
Session (Hours) |
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View detail