This programme trains participants to lead the development and communication of a customer focused vision, mission and values by creating a culture of regular evaluation and improvement at the organisational and personal level in order to achieve service excellence.

Questions to Ask Yourself

• What is a Customer Focused Organisation?
• How do you lead a Customer Focused Organisation?
• Do they (your managers and supervisors) have what it takes to Lead a Customer Focused Organisation?
• How do you contextualise a Customer Focused Organisation?
• How do you boost your staff morale?
• Is your staff stressed out?
• Are they productive?
• Is your staff meeting the organisation’s goals?
• Do they meet the company’s target in less time?

• DEVELOP A Customer Focussed Strategy
• COMMUNICATE Organisation’s Customer Service Objectives, Values And Standards To Stakeholder
• TRANSLATE Customer Focused Values Into Desired Behaviours
• DEMONSTRATE And Reinforce Commitment To Customers
• EVALUATE And Improve Personal Customer Focused Leadership

DEVELOP A Customer Focussed Strategy

• Align service provision strategies to the organisation’s mission, vision and purpose statements
• Develop objectives that are consistent with the environmental trend analyses and forecasts
• Develop strategies to meet chosen service differentiation and costs structure objectives
• Identify a process for evaluation of service performance that is supported by key stakeholders and approved by board or business owners
• Ensure expectations of the business owners are being met

COMMUNICATE Organisation’s Customer Service Objectives, Values and Standards to Stakeholder

• Promote customer service objectives, values and standards in accordance with the organisation’s strategic direction
• Explain the relationships between organisational objectives, values and standards and the responsibilities of relevant organisational service groups or individuals
• Develop and communicate an understanding of global and local trends in customer service
• Address customer and wider community expectations of the organisation and any other factors which may impact on service provision

TRANSLATE Customer Focused Values Into Desired Behaviours

• Translate of customer service values into measurable, desired behaviours, role model the desired behaviours, endorse policies and processes that support the desired behaviours
• Provide performance solutions for areas of improvement and support for the delivery of quality service
• Promote a customer service culture in the organisation and positively enhance organisational performance by influencing teams and individuals.

DEMONSTRATE And Reinforce Commitment To Customers

• Motivate employees to value the importance and benefits of customer service to the organisation
• Demonstrate management commitment to exceptional service in line with organisational values
• Manage service recovery strategies to achieve best possible business outcomes

EVALUATE And Improve Personal Customer Focussed Leadership

• Model personal performance consistent with the service and performance standards of the organisation
• Adapt and adopt appropriate interpersonal and leadership styles to meet particular circumstances and situations
• Set personal objectives and work program outcomes
• Evaluate personal performance against key result areas
• Reflect upon and improve self performance and professional competence through engagement in a range of professional development activities

• Managers, Supervisors and customer service management staff from various service industry sectors.
• Management Trainees, Junior Management Executives, Management Executives, Supervisors, Assistant Team Leaders, Team Leaders, Associate Managers, Assistant Managers, Managers, Associate Directors, Directors

Course fee details

Absentee Payroll (AP) funding details

*    Skills Development Fund (SDF) / Absentee Payroll (AP) subsidies are applicable only for Singaporeans/PRs

**   Workfare Training Support (WTS) Subsidies are applicable only for Singaporeans

Terms and Conditions:

1.  For WTS/SDF/Absentee Payroll (AP) funding, all specified criteria must be met in order to avail the stated funding rates subject to WDA approval.

2.  At the point of application (via, www.skillsconnect.gov.sg), the system will automatically compute the course fee funding support and absentee payroll funding that the company is entitled to, based on the workers’ profile.

For more information on SDF/AP/WTS, please call 68835885 or visit www.skillsconnect.gov.sg