WSQDSV: SERVICE LEADERSHIP L1: DEMONSTRATE THE SERVICE VISION
SERVICE LEADERSHIP L1: DEMONSTRATE THE SERVICE VISION
Course Duration
Mode of Assessment
Participants would be assessed through learning activities conducted during the programme.
Who Should Attend
Recommended for frontline professionals at all levels - Receptionists, Retail Associates, Security & Technical Personnel, Cleaning Personnel, Management.
Course Overview
For service professionals to represent its organisation and branding well, it is essential that his/her actions and behaviour demonstrate their organisation’s 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 into their daily encounter with customers.
Course Schedule
Next available schedule
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, understand 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. Role That Contributes to Organisations Vision, Mission, and Values
In this segment, learners will understand what the organisation’s vision, mission, values and service vision are. These suggest the directions and aspirations of an organisation that forms the crux and foundation of an entity. Having this awareness, learners identify and consider ways in which 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.
Certificate 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
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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$220.00 |
$239.80 |
$220.00 |
$239.80 |
$220.00 |
$239.80 |
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For Singapore Citizens aged 39 years and below
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$110.00 |
$129.80 |
$110.00 |
$129.80 |
$66.00 |
$85.80 |
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For Singapore Citizens aged 40 years and above |
$66.00 |
$85.80 |
$66.00 |
$85.80 |
$66.00 |
$85.80 |
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-2019504968 to find this course.
- For more information, please contact us at +65 6336 LHUB (5482) or email [email protected]
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