SVCF WSQ - Demonstrate the Service Vision

Course details

This WSQ Service Excellence Competency Framework module aims to cover knowledge and application skills in demonstrating the organisation’s service vision, and recognising the role that one plays in contributing to the service vision.

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 one plays in contributing to the organisation’s vision, mission and values
2. Demonstrate service delivery in accordance with the organisation’s vision, mission and values
3. Monitor own performance to ensure consistency with the organisation’s vision, mission and values

Course Outline

Role

Ways to recognise the role one plays in contributing to the organisation’s vision, mission and values may include understanding the:

significance and impact of one’s role within the service value chain

standard in which one is required to perform the role and how it affects the realisation of the organisation’s vision, mission and values

Demonstrate service delivery

Methods to demonstrate service delivery in line with the organisation’s service vision, mission and values may include:

delivering service in accordance with the organisation’s vision, mission and values

demonstrating behaviour consistent with the organisation’s branding guidelines

Methods to monitor own performance

Completing reflective journals or assessments

Comparing performance objectives to actual performance of self

Obtaining feedback

Who Should Attend

Customer-facing staff, Customer Service Representatives, Call Centre Officers, Store Advisors, Service Crew.