NTUC LearningHub

Course Overview

 

The program will acquire skills and knowledge on how to become great role models and drive team performance. Participants will learn how to guide and mentor their team to be customer-centric and drive service delivery and exemplify behaviours aligned to the organisation’s service vision to exceed customers’ expectations to build customer loyalty and brand advocates

 

Course Objectives

 

At the end of the programme, participants will be able to:

  • Demonstrate the characteristics of a role model that reflect the organisation’s vision, mission and values
  • Encourage teams to deliver service in accordance with the organisation’s guidelines
  • Promote a customer-centric culture within the service environment to achieve service excellence
  • Monitor performance of self and team to ensure consistency with the organisation’s guidelines

 

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 4.
  • 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

System Requirement

Must Have:

Please ensure that your computer or laptop meets the following requirements.

  • Operating system: Windows 10 or MacOS (64 bit or above)
  • Processor/CPU: 1.8 GHz, 2-core Intel Core i3 or higher
  • Minimum 20 GB hard disk space.
  • Minimum 8 Gb RAM
  • Webcam (The camera must be turned on for the duration of the class)
  • Microphone
  • Internet Connection: Wired or Wireless broadband
  • Latest version of Zoom software to be installed on computer or laptop prior to the class.

Good to Have:

  • Wired internet connection
    Wired internet will provide you with stable and reliable connection.
  • Dual monitors
    Using a dual monitor setup will undoubtedly improve your training experience, enabling you to simultaneously participate in hands-on exercises and maintain engagement with your instructor.

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. 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.
  2. 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.
  3. 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.

 

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 L3: Role Model the Service Vision
Categories
More Information
  • NTUC LearningHub
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Location
  • NTUC Trade Union House, 73 Bras Basah Road. S.189556, Singapore, Central Singapore Community Development Council 189556

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