WSQ SERVICE EXCELLENCE: LEAD A SERVICE TEAM (SUPERVISORY)

What’s in it for my organization?
This module guides participants to have the knowledge and application skills in promoting team effectiveness by developing team plans to meet expected service outcomes, leading a small service team and proactively working with organizational line management to improve service delivery.

What will I experience in this learning journey?

This module covers the following:

Plan to Achieve Team Service Outcomes

• Establish roles, responsibilities and accountabilities of service team members
• Plan and arrange for resources required to achieve service goals, plans and objectives
• Involve team members in planning and organizing their work to meet service goals, plans and objectives
• Recognize and utilize the strengths and attributes of individuals when allocating work tasks

Develop Team Cohesion

• Build and maintain trust, respect and rapport with and between service teams and individuals to foster a team-oriented environment
• Facilitate and encourage service team to use effective communication processes to obtain and share information
• Manage team conflicts to prevent team disunity

Participate in and Facilitate a Service Team

• Actively participate in and facilitate service team activities to encourage service team members and guide performance
• Identify and manage difficult team members
• Demonstrate skills, attributes and behaviors required of service team members
• Provide support to service team members to strengthen team service performance
• Ensure provision of resources for the service team
• Facilitate team decision making

Coordinate with Management on Service Issues Relating to Service Delivery

• Identify relevant personnel by studying organization structure
• Maintain open contact and communication with line managers to provide and obtain feedback on service delivery
• Recognize personal limitations with regard to decision making and escalate service issues to relevant personnel, where necessary
• Seek relevant information and advice from line managers to ensure service issues are resolved
• Respond promptly to line managers’ requests for information

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 1 - 2 (Mon-Tue)
• Mar 18 - 19 (Thu-Fri)
• May 20 - 21 (Thu-Fri)
• Jul 22 - 23 (Thu-Fri)
• Sep 29 - 30 (Wed-Thu)
• Nov 1 - 2 (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.