PSFTH: WSQ SERVICE LEADERSHIP (SERVICE FROM THE HEART)
WSQ SERVICE LEADERSHIP (SERVICE FROM THE HEART)
Course Duration
Mode of Assessment
Assessment is to be conducted under SSGs current standards for the specific framework. There are 2 assessment methods in this module:
- Written Assessment
- Role Play
Who Should Attend
- Trainees who have interest in setting up their own business, especially in the retail industry
- Current retail business owners who want to enhance their knowledge and skills
- Mid-life PMEs who want to own their own business and have a career change
Course Overview
The Retail sector is a competitive one with many concepts to attract customers to patronise the outlet. Retail outlets offer both products and service to their customers. To attract customers to continue patronising the outlet, it is essential to differentiate this business through its service delivery.
Course Schedule
Next available schedule
Course Objectives
Successful candidates will be able to:
- Recognise the diverse range of customers and their needs and expectations
- Recognise the impact of one’s professional image and persona on the organisation
- Project a professional image and persona
- Demonstrate effective communication skills when interacting with customers
- Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations
- Create a positive customer experience by offering customised and personalised service
- Know the customers preferred choices based on the customer group he or she belongs to
- Escalate feedback on areas of improvement to enhance the customer experience
- Monitor own performance to ensure consistency with the organisations vision, mission, and values
Pre-requisites
Estimated Years of Experience:
- Speak, Listen, Read and Write English at WPL Level 4 or equivalent
- Manipulate numbers at WPN Level 4 or equivalent
Course Outline
This course aims to equip you with the knowledge and skills to demonstrate the organisations service vision and recognise the role that one plays in contributing to the service vision. The course is structured that the learner progresses from the stage of recognising one’s role in demonstrating service delivery. Finally, the final stage of monitoring one’s performance. The learning builds from simple service concepts like understanding one’s role in service delivery to more complex concepts like delivering personalised attention to customers.
Certificate Obtained and Conferred by
- Certificate of completion from NTUC LearningHub
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
- Lectures and hands-on practical sessions, Group discussions and sharing, Individual and group presentations, and Role Play.
- 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 |
$675.00 |
$735.75 |
$675.00 |
$735.75 |
$675.00 |
$735.75 |
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For Singapore Citizens aged 39 years and below |
$337.50 |
$398.25 |
$337.50 |
$398.25 |
$202.50 |
$263.25 |
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For Singapore Citizens aged 40 years and above |
$202.50 |
$263.25 |
$202.50 |
$263.25 |
$202.50 |
$263.25 |
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.
| Batch ID | Course Period | Course Title | Funding Available |
Duration (Hours) |
Session (Hours) |
Venue | Available Seats |
Online Payment |
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