Service Leadership (SLL1)
About This Course
The programme provides the learner with the key foundational knowledge and skills to deliver customer service based on their organisation’s service vision, mission and/or values. Through experiential learning activities and engaging short lectures, learners will come to see how the service vision is operationalised in their daily work and the value they contribute to their customers. They will also have the opportunity to review their progress in demonstrating the service vision and understand methods in which they can monitor their development as a service professional.
What You'll Learn
2. The Value You Bring - Learners will come to see how they add value in their roles to their customers and recognize the roles their team members bring as well.
3. Service with a Difference – Using the organisation’s behavioral guidelines, learners will get to apply these differentiating behaviors in the programme
4. Becoming a service pro – Learners get to review and understand different ways to monitor how they are doing for the purpose of improvement
Entry Requirements
For this course, learners are assumed to have or be able to…
1. Have an understanding of the organisation’s product and service offering
2. Have an understanding of the organization’s structure, standard operating procedures and guidelines on customer service
3. 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