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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 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

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. 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)
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