Frontline staff (i.e. customer service representatives, store advisors, service crew etc.) dealing with internal or external customers.
Participants should 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 (WPL) Level 3.
8 hours / Full-time
1. Role That Contributes to Organisation’s Vision, Mission and Values
In this segment, learners will understand what are the organisation’s vision, mission, values and service vision. These suggest the directions and aspirations of an organisation that form the crux and foundation of an entity. Having this awareness, learners will identify and consider ways on how their roles can contribute as well as demonstrate service standards accordingly.
2. Service Delivery That Demonstrates Organisation’s Vision, Mission and Values
In this segment, learners will review, discuss and practice potential methods to deliver service to customers that reflect an organisation’s service vision. As part of the preparation work, enablers that will assist learners to deliver service confidently will be identified and discussed before putting them into action during the practice session.
3. Work Performance That Reflects Organisation’s Vision, Mission and Values
In this segment, learners will be encouraged to look for ways to improve their work performance. Building a
habit to monitor work performances will assist learners to identify areas of improvement and address them
accordingly. Steps in monitoring and encouraging continuous improvement will be explored.
Trainer : Trainee Ratio is 1:24
Participants would be assessed through learning activities conducted during the programme.
Participants who have successfully demonstrated competence in all the knowledge and skills requirements in this programme will be awarded with a Statement of Attainment (SOA) by SkillsFuture Singapore (SSG). This programme is offered on a modular basis only.
Individuals may enjoy UTAP and WTS funding. Terms and conditions apply. For more information, please contact us at +65 6336 LHUB (5482) or email firstname.lastname@example.org.
When you sign in to your SkillsConnect account, please use the course reference number CRS-Q-0025736-SVCF to find this course.
^Applicable for Singapore Citizen ABOVE 21 yrs & BELOW 40 yrs old / Singapore PRs
Prices are inclusive of GST and subject to other LHUB miscellaneous fees