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Service Leadership L1: Demonstrate the Service Vision (MSF) is a Program

Service Leadership L1: Demonstrate the Service Vision (MSF)

Time limit: 8 days

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Full program description

Service Leadership L1: Demonstrate the Service Vision (MSF)

Course Overview

Designed by the Ministry of Social & Family Development, Ideal for Family-Friendly Business

Smart organisations have come to realise the significance of an impactful service vision.
What actions can you take to make your service vision come alive? How can you
represent your organisation well and be an outstanding brand ambassador?
This course has been carefully designed and tailored to meet the needs of service
professionals who serve family-customers. Service professionals are encouraged to
embrace a service vision and put it to practice in their daily interaction with customers.

Who Should Attend

Recommended for frontline professionals at all levels - Receptionists, Retail Associates, Security & Technical Personnel, Cleaning Personnel, Management.

Course Duration

8 hours / Full-time

Course Outline

1. Recognise the role one plays in contributing to the organisations vision, mission & values

  • Relationship between organisations vision, mission and values and customers expectations
  • Importance of delivering excellent service to family customers
  • Role in contributing to the organisations 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
2. Demonstrate service delivery in accordance with the organisations vision, mission and values

  • Types of family-friendly infrastructures, amenities and services uses, safety, convenience, ease of use, application of Universal Design principles
  • How to recognise needs and be sensitive to the requirements of family-customers and shoppers

> Communicate with CARE: Confirm understanding, Acknowledge, Remember, Empathise

> Provide safe assistance to customers with mobility issues

> What can you do to assist a customer in need

  • Create a family-friendly environment and positive customer experience

3. Analyse Performance for Continuous Improvement

  • Methods to monitor own performance

> Seek feedback

> Compare performance objectives to actual performance

> Set performance goals

Mode of Assessment

Participants would be assessed through learning activities conducted during the programme.

Certification Obtained and Conferred by

Participants who have successfully demonstrated competence in all the knowledge and skills requirements in this programme will be awarded with a Statement of Attainment (SOA) by SkillsFuture Singapore (SSG). This programme is offered on a modular basis only.

  • Mapped to Service Leadership L1: Demonstrate the Service Vision (MSF)

Course Objectives

At the end of the course, learners will be able to:

  • Recognise the role one plays in contributing to the organisations vision, mission & values
  • Demonstrate service delivery in accordance with the organisations vision mission & values
  • Analyse ones performance for continuous 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. 

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

 $220.00

 $235.40

 $220.00

 $235.40

 $220.00

 $235.40

Singapore Citizens & PRs aged 21 years and above

 $84.00

 $99.40

 $84.00

 $99.40

 $22.00

 $37.40

Singapore Citizens aged 40 years and above

 $22.00

 $37.40

 $22.00

 $37.40

 $22.00

 $37.40

^Applicable for Singaporean Citizens ABOVE 21 yrs & BELOW 40 yrs old / Singapore PRs. For more information, please contact us at +65 6336 LHUB (5482) or email ibe@ntuclearninghub.com.

When you sign in to your SkillsConnect account, please use the course reference number CRS-Q-0040335-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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