Service Leadership Level 1 (SFw)

Course Reference Number: CRS-Q-0039835-RET

Course Objectives

This skill describes the ability to apply the knowledge and skills in demonstrating the organization’s service vision, and recognizing the role that one plays in contributing to the service vision towards greater customer satisfaction. It involves having knowledge of organization’s vision mission and values and being able to demonstrate service delivery methods in line with the organization’s vision mission and values as well as monitoring own performance.

Methods of Learning

 Mini lectures with presentations to explain concepts and theories

 Interactive activities including demonstrations

 Role-play and case study discussion with mutual sharing and feedback

Learning Outcomes

This skill describes the ability to apply the knowledge and skills in demonstrating service leadership. At the end of the programme, learners should be able to:

 Recognize the role that one plays in contributing to the organization’s vision, mission and value.

 Demonstrate service delivery in accordance with the organization’s vision mission and values.

 Monitor own performance to ensure consistency with the organization’s vision, mission and values.

Who should attend

This programme is targeted for:

 Customer service personnel

 Front line service staff

Course Fee

Full Course fee before SSG funding
$192.60 (inclusive of GST)

Duration

1 Day(s) (8 Hrs)

Nett Fee (after SSG funding* and inclusive of GST)

$21.60
After 95% funding
(WTS)
$30.60
After 90% funding
(capped at $25/hr)
$56.60
After 80% funding
(capped at $17/hr)
Applicable for :

Self-Sponsored & Company Sponsored #
(SMEs & Non-SMEs)
- Singapore Citizens who are eligible for Workfare Training Support Scheme (WTS)
- 35 years and above with monthly income of not more than $2000 (or 13 years and above for persons with disabilities)
Applicable for :

Self-Sponsored
- Singapore Citizens
- Aged 40 years and above

Company Sponsored #
- SMEs: Singapore Citizens /PRs
- Non-SMEs: Singapore Citizens aged 40 years and above
Applicable for :

Self-Sponsored
- SingaporeCitizens/PRs
- Aged 21 years and above

Company Sponsored #
- Non-SMEs:
Singapore Citizens aged below 40 years/PRs

Upon successful course completion,self-sponsored singaporeans eligible for WTS scheme may apply for SSG TRAINING ALLOWANCE of $4.5 per hour & TRAINING COMMITMENT AWARD*

 #Absentee payroll support in addition to course fee funding available for company sponsored candidates.
 *Terms and conditions applies to all types of SSG fundings. More details at www.wsg.gov.sg