What's In It For Me
- Able to monitor the performance of self and team under the organisation guidelines
- Able to drive team to encourage better performance
- Promote a customer-centric culture within the service environment
Course Overview
Who Should Attend
Course Duration
Course Outline
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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.
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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.
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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.
Mode of Assessment
Certification 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 WSQ Role Model the Service Vision
Categories
More Information
- (Local Institution) NTUC LearningHub
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