Demonstrate the Service Vision

Course details

Having a clear service vision is like the saying “Seeing light at the end of the tunnel”. It shows and directs the journey where you are bringing your customers to. Not only does a clear, shared vision help define the values of the organisation and its employees, it also helps guide the behaviour of all employees. A strong vision paves the way towards greater productivity and efficiency.

As a service staff, it is important to be able to embrace and demonstrate your organisation’s vision (goal) and align your personal goals to it, thereby delivering the “winning” experience to your customers.

This course serves as a foundational unit in the journey towards outstanding service. It focuses on the importance of having the right service mindset and how extra mile service benefits you as well as the organisation.

Target Audience:

This course is for service staff from various service industry sectors. However, it is recognised that service is extended not just to external customers but internal customers as well.

What You Will Learn:

• Identify with your organisation’s service vision, mission & shared values
• Align personal vision, values & role in the organisation to support organisation’s service vision, mission & values
• Demonstrate service delivery in alignment to the vision, mission & values
• Monitor ones’ performance in support of the vision, mission & service values 

Course Outline:

Prepare for Extra Mile Service

• Demonstrate the qualities of a service professional
• Demonstrate professional grooming & presentation
• Demonstrate personal hygiene in accordance to organisational standards
• Project confidence when dealing with customers through verbal & non-verbal communication

Corporate Culture: What Shapes the Corporate Culture

• Understanding your organisation’s Vision, Mission & Service Values
• Espoused vs operational
• Your organisation’s desired culture

Alignment of Vision, Mission & Values

• Your personal Vision, Goals & Values
• Creating an identity that aligns
• How can you support?

Understanding Your Role as a Service Personnel

• Who do you serve? Identify your key audience
• What is your role? What part do you play?
• How can you demonstrate service in support of the Vision, Mission & Service Values
• Creating the service touch points that is consistent to the Vision, Mission & Service Values

Creating & Monitoring Self Performance

• Creating the peer & team support to the organisation’s Vision, Mission & Service Values
• Meeting up to your performance, your competence
• Identifying ways for improvement

Methodology: Mini lectures, interactive activities, group / inpidual exercises, role-plays, independent learning sessions & mutual sharing / feedback sessions 

Requirements: Employability Skills WSQ – Workplace Literacy Level 3 or N-Level English

Teacher & Student Ratio: 1:25 (maximum capacity)