WSQ SERVICE EXCELLENCE: COACH SERVICE TEAMS AND INDIVIDUALS (SUPERVISORY)

What’s in it for my organization?
This module guides participants to have the knowledge and application skills in providing coaching in organizational service environments. It includes preparing to coach, coaching on-the-job and following up on the results of coaching.

What will I experience in this learning journey?

This module covers the following:

Prepare for Coaching

• Identify coaching needs of service teams or individuals
• Set service coaching objectives and obtain individual or service team’s commitment to objectives set
• Confirm details for the delivery of coaching
• Identify and obtain resources required for coaching delivery

Coach Service Teams and Individuals On The Job to Achieve Service Objectives

• Use appropriate techniques to explain and demonstrate specific skills and knowledge to be coached
• Provide the opportunity to practice the skill learned and ask questions
• Confirm understanding of new skills or knowledge and adjust coaching technique, if required
• Provide feedback in a constructive and supportive manner throughout the coaching session

Evaluate and Follow Up Service Coaching

• Monitor and assess progress in developing new service skills and knowledge
• Follow up with supportive assistance
• Communicate individual or team progress to relevant personnel
• Review personal coaching style and performance and develop strategies for improvement, where necessary

Upon successful completion of the course, the participant will obtain a Statement of Attainment from the Singapore Workforce Development Agency (WDA)

Who would benefit from this learning experience?

Supervisors and customer service management staff from various service industry sectors who serve internal and external customers 

Duration
2-day session
(16 training hours)

Course Fees
$450 per pax (Eligible for SDF & SRP support)
*Price is subject to prevailing GST

Course Dates
2010
• Feb 22 - 23 (Mon-Tue)
• Apr 15 - 16 (Thu-Fri)
• Jun 28 - 29 (Mon-Tue)
• Aug 5 - 6 (Thu-Fri)
• Oct 4 - 5 (Mon-Tue)
• Dec 6 - 7 (Mon-Tue)

Contact Person
Client Services
Tel: 6325-4982
Email: enquiries@otisdc-consulting.com

In-house training may be conducted for your organization, please contact above-mentioned.

To register online for 2010 courses, click here.