WSQRMSV: SERVICE LEADERSHIP L3: ROLE MODEL THE SERVICE VISION
SERVICE LEADERSHIP L3: ROLE MODEL THE SERVICE VISION
Course Duration
Mode of Assessment
Participants would be assessed through course assessment exercises during the programme.
Who Should Attend
Persons in supervisory roles (i.e. Supervisors, Crew / Section / Team Leaders, Assistance Store managers, Service Team Leaders)
Course Overview
The program will acquire skills and knowledge on how to become great role models and drive team performance. Participants will learn how to guide and mentor their team to be customer-centric and drive service delivery and exemplify behaviours aligned to the organisation’s service vision to exceed customers’ expectations to build customer loyalty and brand advocates
Course Schedule
Next available schedule
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 the 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.
- Hardware & Software
This course will be conducted as a Virtual Live Class (VLC) via Zoom platform. Participants must own a zoom account and have a laptop or a desktop with “Zoom Client for Meetings” installed. This can be downloaded from https://zoom.us/download
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System Requirement |
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Must Have: Please ensure that your computer or laptop meets the following requirements.
Good to Have:
Not Recommended: Using tablets is not recommended due to their smaller screen size, which could cause eye strain and discomfort over the course of the program's duration. |
Course Outline
- 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. - 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. - 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 of 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.
Certificate Obtained and Conferred by
Participants who have successfully demonstrated competence in all the knowledge and skills requirements in this programme will be awarded a Statement of Attainment (SOA) by SkillsFuture Singapore (SSG). This programme is offered on a modular basis only.
- Mapped to Service Leadership L3: Role Model the Service Vision
Upon meeting at least 75% attendance and passing the assessment(s), participants will receive a Certificate of Completion from NTUC LearningHub.
Additional Details
Medium of Instruction & Trainer
English
Trainer: Trainee Ratio is 1: 24
Price:
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Course Fee and Government Subsidies |
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Individual Sponsored |
Company Sponsored |
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Non-SME |
SME |
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Before GST |
After GST |
Before GST |
After GST |
Before GST |
After GST |
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Full Course Fee |
$380.00 |
$414.20 |
$380.00 |
$414.20 |
$380.00 |
$414.20 |
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For Singapore Citizens aged 39 years and below |
$190.00 |
$224.20 |
$190.00 |
$224.20 |
$114.00 |
$148.20 |
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For Singapore Citizens aged 40 years and above |
$114.00 |
$148.20 |
$114.00 |
$148.20 |
$114.00 |
$148.20 |
Funding Eligibility Criteria:
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Individual Sponsored Trainee |
Company Sponsored Trainee |
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Remarks:
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Individual Sponsored Trainee |
Company Sponsored Trainee |
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SkillsFuture Credit:
UTAP:
PSEA:
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Absentee Payroll (AP) Funding:
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Union Training Assistance Programme (UTAP)
NTUC members enjoy UTAP* benefit of up to $250 each year when you sign up for courses with NTUC LearningHub
* UTAP supports 50% of the course fees paid cap at $250 per year. You must be a union member throughout the course duration and at the time of claim. You must achieve a minimum of 75% attendance for each application and have sat for all prescribed examinations. Other terms and conditions apply.
Terms & 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) |
Venue | Available Seats |
Online Payment |
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