SVCF WSQ - Role Model the Service Vision

Course details

This WSQ Service Excellence Competency Framework module covers knowledge and application skills in role modelling the service vision of an organisation. It involves demonstrating the characteristics of a role model and promoting a customer-centric culture within the team to achieve service excellence.

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

• Demonstrate the characteristics of a role model that reflect the organisation's vision, mission and values
• Encourage team to deliver service in accordance with organisation 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
• Course Outline
• Organisation’s guidelines may include
• Organisation vision, mission and values
• Vision
• An organisation’s vision may include
• An organisation’s values describe the core principles that guide an organisation’s work. An organisation’s values may include
• Service vision
• An organisation’s service vision may be
• An organisation’s service brand may be defined as the way an organization seeks to identify itself. Service brands
• Elements of a service brand may include
• Organisation’s service standards
• An organisation’s service standards may be defined as the commitment to a level of service performance that an organisation’s customers can expect. The organisation’s service standards may be used to
• Organisation’s service standards may include
• Promoting a customer-centric culture may include
• Methods to promote a customer-centric culture may include conducting
• Methods to monitor performance of self and team may include

Who Should Attend

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