Full program description

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

What's In It For Me

  • Able to understand your organisation's vision, mission and values
  • Behave and provide consistency service standard to each customer
  • Obligned to follow organisation service standard such as delivery or supporting service recovery

Course Overview

For service professionals to represent its organisation and branding well, it is essential that his/her
actions and behaviours demonstrate its organisationals service direction. This service direction or
vision is akin to a beacon, providing guidance to promote outstanding service, consistent in every
interaction with customers. Service professionals need to embrace this service vision and translate it in
their daily encounter with customers.

Who Should Attend

Frontline staff (i.e. customer service representatives, store advisors, service crew etc.) dealing with internal or external customers.

Course Duration

8 hours / Full-time

Course Outline

1. Role That Contributes to Organisations Vision, Mission and Values

In this segment, learners will understand what are the organisations vision, mission, values and service vision. These suggest the directions and aspirations of an organisation that form the crux and foundation of an entity. Having this awareness, learners will identify and consider ways on how their roles can contribute as well as demonstrate service standards accordingly.

2. Service Delivery That Demonstrates Organisations Vision, Mission and Values

In this segment, learners will review, discuss and practice potential methods to deliver service to customers that reflect an organisations service vision. As part of the preparation work, enablers that will assist learners to deliver service confidently will be identified and discussed before putting them into action during the practice session.

3. Work Performance That Reflects Organisations Vision, Mission and Values

In this segment, learners will be encouraged to look for ways to improve their work performance. Building a habit to monitor work performances will assist learners to identify areas of improvement and address them accordingly. Steps in monitoring and encouraging continuous improvement will be explored.

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 programme, participants will be able to:

  • Identify organisations vision, mission, values
  • Recognise the role that one plays in the organisation
  • Identify behaviours that support service delivery
  • Practice the various approaches to deliver service to customers
  • Monitor ones work performance that reflects the organisations vision, mission and values

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-0025736-SVCF to find this course.

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

WSQDSV