WSQLSVM: SERVICE LEADERSHIP L4: LEAD WITH SERVICE VISION (MSF)
SERVICE LEADERSHIP L4: LEAD WITH SERVICE VISION (MSF)
Course Duration
Mode of Assessment
Participants would be assessed through learning activities conducted during the programme.
Who Should Attend
Corporate leaders and service professionals empowered with leadership roles; Managers, Supervisors & Service Team Leaders
What's In It for Me
- Recognise the roles and responsibility of a leader in operationalising the organisations vision, mission & values
- Promote a customer-centric environment to lead teams towards service excellence through a family-friendly approach
- Strengthen the performance of teams by identifying follow-up actions for improvement
Course Overview
Designed together with the Ministry of Social & Family Development, Ideal for Family-Friendly Business
Are you leading your team effectively to fulfil a powerful promise of service excellence in your organisation? How can you ignite a passion for service in your team to promote a customer-centric environment? Motivate your team to translate direction into results.
This course has been carefully designed and tailored to meet the needs of corporate leaders and service managers who serve family-customers. Corporate leaders and service managers are encouraged to lead, role model and deliver excellence in line with a family-friendly, customer-focused approach, and identify areas of improvement to strengthen a team’s performance.
Course Schedule
Next available schedule
Course Objectives
At the end of the course, learners will be able to:
- Recognise the roles and responsibility of a leader in operationalising the organisations vision, mission & values
- Promote a customer-centric environment to lead teams towards service excellence through a family-friendly approach
- Strengthen the performance of teams by identifying follow-up actions for 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.
Course Outline
1. Recognise the roles and responsibilities of a leader in operationalising the organisations vision, mission and values
- Relationship between the organisations vision, mission and values and customers expectations
- Importance of delivering excellent service to customers and families
- Role and responsibilities of a leader in operationalising the organisations family-friendly 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
- Operationalise the organisations family-friendly vision, mission and values
- Develop systems and processes to execute the organisations family-friendly vision, mission, values, as well as a service plan to meet the needs and expectations of family customers
2. Promote a customer-centric environment to lead teams towards service excellence and to generate and implement innovative service ideas for families
- Types of family-friendly infrastructures, amenities and services
> Uses, safety, convenience, ease of use, application of Universal Design principles
> Innovate physical environments to enhance family-friendliness
I am their Role Model
> Cultural awareness and cross-cultural competency
> Communicate to customers with CARE: Confirm understanding, Acknowledge, Remember, Empathise
> Provide safe assistance to customers with mobility issues
> How to assist a customer in need
- Setting clear goals and performance metrics for the team while fostering a customer-centric culture to enhance the customer experience for families such as translating customer-focused, family-centric service into desired team behaviour
- Redesigning processes to recognise and support family-friendly service innovation
> Empowerment within appropriate boundaries
> Reward and recognition systems
> Innovative processes and activities to attract families
3. Analyse performance of teams to identify follow-up actions for improvement
- Methods to analyse the performance of a team
> Conduct formal reviews
> Compare the teams performance with organisational guidelines
> Obtain feedback on the teams performance
Recognise team members who display desired behaviours
- Coach teams to take preventive and corrective actions for improvement
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 L4: Lead with Service Vision (MSF)
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 |
With GST |
Before GST |
With GST |
Before GST |
With GST |
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Full Course Fee
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$480.00 |
$523.20 |
$480.00 |
$523.20 |
$480.00 |
$523.20 |
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For Singapore Citizens aged 39 years and below
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$240.00 |
$283.20 |
$240.00 |
$283.20 |
$144.00 |
$187.20 |
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For Singapore Citizens aged 40 years and above |
$144.00 |
$187.20 |
$144.00 |
$187.20 |
$144.00 |
$187.20 |
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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- 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.
- When you sign into your Skills passport account, please use the course reference number - TGS-2019504973 to find this course.
- For more information, please contact us at +65 6336 LHUB (5482) or email [email protected]g
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