WSQDSVM: SERVICE LEADERSHIP L1: DEMONSTRATE THE SERVICE VISION (MSF)
SERVICE LEADERSHIP L1: DEMONSTRATE THE SERVICE VISION (MSF)
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.
Course Overview
Designed in conjunction with the Ministry of Social & Family Development, Ideal for Family-Friendly Business
Smart organisations have come to realise the significance of an impactful service vision. What actions can you take to make your service vision come alive? How can you represent your organisation well and be an outstanding brand ambassador? This course has been carefully designed and tailored to meet the needs of service professionals who serve family-customers. Service professionals are encouraged to embrace a service vision and put it to practice in their daily interaction with customers.
Course Schedule
Next available schedule
Course Objectives
At the end of the course, learners will be able to:
- Recognise the role one plays in contributing to the organisations vision, mission & values
- Demonstrate service delivery in accordance with the organisations vision mission & values
- Analyse ones performance for continuous 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.
- 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
1. Recognise the role one plays in contributing to the organisations vision, mission & values
- Relationship between organisations vision, mission and values and customers expectations
- Importance of delivering excellent service to family customers
- Role in contributing to the organisations 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
2. Demonstrate service delivery in accordance with the organisations vision, mission and values
- Types of family-friendly infrastructures, amenities and services uses, safety, convenience, ease of use, application of Universal Design principles
- How to recognise needs and be sensitive to the requirements of family-customers and shoppers
> Communicate with CARE: Confirm understanding, Acknowledge, Remember, Empathise
> Provide safe assistance to customers with mobility issues
> What can you do to assist a customer in need
- Create a family-friendly environment and positive customer experience
3. Analyse Performance for Continuous Improvement
- Methods to monitor own performance
> Seek feedback
> Compare performance objectives to actual performance
> Set performance goals
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 Service Leadership L1: Demonstrate the Service Vision (MSF)
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: 20
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 |
$220.00 |
$239.80 |
$220.00 |
$239.80 |
$220.00 |
$239.80 |
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For Singapore Citizens aged 39 years and below |
$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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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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