Course details
This programme addresses the knowledge and skills to coach individuals for service performance. It involves identifying the coaching needs of individuals, and preparing and delivering a coaching plan. It includes the use of coaching techniques to close service gaps and monitor the progress of individuals for improvements in service performance.
The programme covers:
- Recognize the role of a coach in coaching for service performance
- Prepare coaching plan for individuals to address service performance issues
- Demonstrate the use of coaching techniques to address service performance issues
- Monitor progress of individual for improvements in service performance
The main target audience are for Call Centre Supervisors, Crew / Section / Team Leaders, Assistant Store Managers, Supervisors, Service Team Leaders.
This is one of the core modules leading to the WSQ Advanced Certificate in Service Excellence (Level 3).
Entry Requirements
- 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 Level 4.
- Have 2 years of supervisory experience in a service-related capacity.
Course Location
About Singapore Institute Of Retail Studies
The primary mission of SIRS is to provide quality and market driven holistic training solutions through the national Workforce Skills Qualifications (WSQ) programmes in Retail, Service Excellence, Productivity and Business Management to enhance the skills and employability of the Retail and Service workforce in Singapore.
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