About this Course

Exceeding customers' expectations is a key driver to build customer loyalty and brand advocates, and every service professional has a role to play. Supervisors are required to guide and mentor their team to be customer-centric and drive service delivery and exemplify behaviours aligned to the organisation's service vision. In this programme, participants will learn how to become great role models and drive team performance.

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 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.
  

Who should attend

Participants with supervisory roles (i.e Supervisors, Crew / Section / Team Leaders, Assistance Store managers, Service Team Leaders, etc) who would like to learn how to lead teams in delivering service excellence & role model and organisation's service vision.

Pre-requisites

N.A

Course Duration

16 hours / Full Time

Course Outline

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.

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.

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 in 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.

Medium of Instruction & Trainer : Trainee Ratio

English

Trainer : Trainee Ratio is 1:15

Mode of Assessment

Participants would be assessed through course assessment exercises

Certification Obtained and Conferred by

Participants who have successfully demonstrated competence in all the knowledge and skills requirements in this training and assessment package will be awarded with a Statement of Attainment (SOA) awarded by WDA.

Rate this course:

Log in to submit

Comments