SVCF WSQ - Coach for Service Performance

Course details

This WSQ Service Excellence Competency Framework module addresses the skills and knowledge to coach individuals for service performance. It involves identifying the coaching needs of individuals, and preparing and delivering a coaching plan. It also includes the use of coaching techniques to close service gaps and monitor the progress of individuals for improvements in service performance.

Upon successful completion of the workshop, participants will be awarded with a Statement of Attainment (SOA) issued by the Singapore Workforce Development Agency.

Course Objectives

1. Recognise the role of a coach in coaching for service performance
2. Prepare coaching plan for individuals to address service performance issues
3. Demonstrate the use of coaching techniques to address service performance issues
4. Monitor progress of individual for improvements in service performance

Course Outline

Characteristics and roles of a coach

Active listening skills, empathy, time management skills, understanding an individual’s role in service delivery, providing advice on performance towards achieving organisation’s service standards, training individuals to improve their work performance etc

Coaching plan

• Objectives of coaching
• Platforms for coaching
• Roles & responsibilities of the coach and the individual
• Areas of development for the individual
• Coaching techniques and styles

Key milestones

• Methods to monitor progress
• Providing feedback
• Methods to identify areas of improvement
• Techniques for monitoring individual for improvements in service performance

Coaching challenges

• Methods to overcome barriers to learning
• Different coaching styles for different learning styles
• Unsuitable learning environment

Who Should Attend

Call Centre Supervisors, Crew / Section / Team leaders, Assistant Store Managers, Supervisors, Service Team Leaders