Full program description

Leading By Example (WSQ Role Model the Service Vision)

What's In It For Me

  • Able to monitor performance of self and team under the organisation guidelines
  • Able to drive team encourage better performance
  • Promote a customer-centric culture within the service environment

Course Overview

Exceeding customers' expectations is a key driver to build customer loyalty and brand advocates, and every service professional has a role to play. Supervisors are required to guide and mentor their team to be customer-centric and drive service delivery and exemplify behaviours aligned to the organisation's service vision. In this programme, participants will learn how to become great role models and drive team performance.

Who Should Attend

Participants with supervisory roles (i.e. Supervisors, Crew / Section / Team Leaders, Assistance Store managers, Service Team Leaders) who would like to learn how to lead teams in delivering service excellence and role model the organisation's service vision.

Course Duration

16 hours / Full-time

Course Outline

  1. My role in the organisation
    In this segment, participants will learn the importance of an organisation's vision, mission, values and service standards in making decisions around delivering excellent service. Examples from various organisations will be shared.

  2. My role in promoting a customer - centric culture 
    A key factor in ensuring the success of promoting and sustaining a customer-centric culture is having great leaders who inspire the people around. A positive role model displays a strong sense of ownership and sets a good example for their staff to follow. In this segment, participants will understand the importance of being customer - centric, identify and adopt the characteristics of good role models in promoting a customer - centric culture.

  3. My role in encouraging and monitoring team service delivery
    It is important for supervisors to monitor their individual and team performance to take stock of their progress, ensure smooth operations and consistently deliver a high level of service. In this segment, participants will understand the importance in delivering service as a team, factors that influence service delivery as a team, learn methods to coach team members and monitor self-performance in delivering service.

Mode of Assessment

Participants would be assessed through course assessment exercises 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 Role Model the Service Vision

Course Objectives

At the end of the programme, participants will be able to :
  • Demonstrate the characteristics of a role model that reflect the organisation's vision , mission and values.
  • Encourage teams to deliver service in accordance with organisation's guidelines.
  • Promote a customer-centric culture within the service environment to achieve service excellence
  • Monitor performance of self and team to ensure consistency with the organisation's guidelines.

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 4. 

Medium of Instruction & Trainer

English

Trainer : Trainee Ratio is 1:24

Price

Individual Pricing w/o GST w GST
Course Fee S$ 380.00 S$ 406.60
SkillsFuture Funding, >=21 yrs old ^ S$ 108.00 S$ 134.60
SkillsFuture Funding, >=40 yrs old S$ 38.00 S$ 64.60
WTS Funding (95%) S$ 19.00 S$ 45.60
Corporate Pricing
Non-SME w/o GST w GST
Course Fee S$ 380.00 S$ 406.60
SkillsFuture Funding, >=21 yrs old ^ S$ 108.00 S$ 134.60
SkillsFuture Funding, >=40 yrs old S$ 38.00 S$ 64.60
WTS Funding (95%) S$ 19.00 S$ 45.60
SME w/o GST w GST
Course Fee S$ 380.00 S$ 406.60
SkillsFuture Funding, >=21 yrs old ^ S$ 38.00 S$ 64.60
SkillsFuture Funding, >=40 yrs old S$ 38.00 S$ 64.60
WTS Funding (95%) S$ 19.00 S$ 45.60

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

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

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-0024951-SVCF to find this course.

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