Full program description

Sync Your Service Vision! with MSF (WSQ Demonstrate the Service Vision)

What's In It For Me

  • Able to understand your organisation's vision, mission and values
  • Put into best practise how to interact with customers better
  • Able to identify one's performance for future improvement

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 isues
> 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 WSQ Demonstrate the Service Vision

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

Price

Individual Pricing w/o GST w GST
Course Fee S$180.00 S$192.60
SkillsFuture Funding, >=21 yrs old S$44.00 S$56.60
SkillsFuture Funding, >=40 yrs old S$18.00 S$30.60
WTS Funding (95%) S$9.00 S$21.60
Corporate Pricing
Non-SME w/o GST w GST
Course Fee S$180.00 S$192.60
SkillsFuture Funding, >=21 yrs old ^ S$44.00 S$56.60
SkillsFuture Funding, >=40 yrs old S$18.00 S$30.60
WTS Funding (95%) S$9.00 S$21.60
SME w/o GST w GST
Course Fee S$180.00 S$192.60
SkillsFuture Funding, >=21 yrs old S$18.00 S$30.60
SkillsFuture Funding, >=40 yrs old S$18.00 S$30.60
WTS Funding (95%) S$9.00 S$21.60

^Applicable for Singapore Citizen ABOVE 21 yrs & BELOW 40 yrs old / Singapore PRs

Individuals may enjoy UTAP and WTS funding. Terms and conditions apply. For more information, please contact us at +65 6336 LHUB (5482) or email ibe@nextu.com.sg.

When you sign in to your SkillsConnect account, please use the course reference number CRS-Q-0028194 SVCF to find this course.

Prices are inclusive of GST are subject to other LHUB miscellaneous fees

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