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Supervising and Coaching Staff for Service Excellence

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Books-white 2 Day(s)  Coin-white $575.00
     
     
  Overview  
 
  As a manager or supervisor in a service-oriented environment, you play an important role in ensuring that your staff are properly managed and developed to achieve organisational goals. A leader who has the skills to be an effective coach and manager has proven to increase team members’ level of confidence, motivation and morale, which will in turn lead to better team performance. Within your team, you will examine your role as a service pacesetter. You will learn to lead change and manage your staff. At an organisational level, you will uniformly implement service standards and practices to achieve service excellence. In this course, you will learn what your key roles and responsibilities are as a supervisor or manager. Also, you will be introduced to coaching techniques to improve team members’ performance in service delivery. Finally, the segment on performance assessment will focus on equipping you with the skills to identify and analyse gaps in your officers’ performance, as well as identify training needs and interventions to help them address these gaps.  
 
 
  Objectives  
 
  At the end of the course, you will be able to: • Explain to staff how the CARE + 3 service principles in the public sector are applied in a face-to-face and telephone service interaction with members of the public • Explain the 4R process in interactions with customers and the service standards expected • Explain to staff the concept of Moment Of Truth (MOT) and what can be done by the organisation or the staff to create positive MOTs for their customers • Identify your roles as managers and supervisors in developing the staff towards service excellence • Apply the skills to inspire, develop and assess frontline and telephone service staff  
 
 
  Outline  
 
  Key topics to be covered: • Challenges of the present and future – creating a Quality Service Culture - PS21 - CARE + 3 service principles - NWD policy and FRP for public officers • The 4R Process in Service Interactions - Components of 4R - Moments of truth - Setting service standards • Your 3 critical roles as a supervisor/manager - Inspire a. Leading by example b. Empowering your people c. Valuing your staff - Develop a. Coaching your staff b. Instructing your staff c. Performance Counselling - Assessing Performance a. Identifying and analysing performance gap b. Identifying and analysing training needs  
 
 
  Instructors  
 
 
  Chua_bee_choo_sep3_2017   Vanisa_lee  
  Chua Bee Choo   Lee Lay Peng, Vanisa  
 

Chua Bee Choo conducts training mainly in the areas of customer service and personal effectiveness. Her areas of training include Customer Service, WITS/IQC, Emotional Intelligence, Time Management, Managing and Motivating Frontline Staff for Service Excellence, Working with Difficult People and The 7 Habits of Highly Effective People.

Ms Chua’s experience comes from years of working with people from different industries, both from the private and public sectors. Her forte in customer service comes from her practical experience in dealing with customers at the front counters and call centres, as well as developing and implementing service policies and initiatives; such as setting service standards, conduct service audits, evaluating performance and implementing the integrated rewards system for the organisation.

She holds a Master of Education in Training and Development with the University of Sheffield, Bachelor of Arts (Hons), Diploma in HRD, Associate Diploma in Customer Service (USA) and the Associate Diploma in Public Speaking (LCM), a Certified Trainer for the Disc Profiling System, Certified Trainer for the 7 Habits of Highly Effective People, Certified Six Seconds Associate EQ Trainer and Certified Stress Management Consultant. She has also attained ACTA certification awarded by WDA.

 

Vanisa specialises in soft skills training particularly in the area of service excellence and people skills.

She has many years of experience teaching and facilitating adult learning in both government and private sectors. Her early careers were in human resource, organisation development and culture.

Vanisa holds a Master of Education degree from the University of Southern Queensland (Australia), a second class honours (upper) degree in Social Science from the National University of Singapore (Social Work), a diploma in Training and Development Management from the Institute of Training and Development (UK) and another Diploma in Teaching of English as a Second Language (TESOL).

She is a certified teacher for the Spalding Method to Literacy. She is qualified to administer in Personality Profiling System (DISC) and Six Seconds Emotional Intelligence (EQ). She possesses Workforce Development Agency (WDA)’s Work Skills Qualification- Advanced Certificate in Training and Assessment (WSQ-ACTA). Vanisa is also trained by Harvard Professor Robert Kegan to facilitate personal/group development using the Immunity to Change Approach.

Vanisa is recognised by Institute of Adult Learning Singapore as an Associate Adult Educator.

 
 
 
 
  Classes  
 
 
Date Time Address Available Slots Class ID Registration
08 April 2019 09:00 AM
to
05:00 PM
NTUC Trade Union House (73 Bras Basah Road, S189556) 24 / 24 219
09 April 2019 09:00 AM
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05:00 PM
NTUC Trade Union House (73 Bras Basah Road, S189556)
23 May 2019 09:00 AM
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05:00 PM
NTUC Trade Union House (73 Bras Basah Road, S189556) 23 / 24 231
24 May 2019 09:00 AM
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05:00 PM
NTUC Trade Union House (73 Bras Basah Road, S189556)
01 August 2019 09:00 AM
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05:00 PM
NTUC Trade Union House (73 Bras Basah Road, S189556) 24 / 24 254
02 August 2019 09:00 AM
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05:00 PM
NTUC Trade Union House (73 Bras Basah Road, S189556)
 
 
 
For Training Coordinators registering for officers or doing bulk registration:
 
1. Download the ‘Participants Course Registration’ template in this download link.
2. Fill up the ‘Participants Course Registration’ template for participants that you are registering for.
  • For participants who already have an account, fill up columns A to C.
  • If participants do not have an account or if you are unsure, fill up all fields.
  • Columns D to Q will be disregarded if the participant already has an account.
  • New participants will receive an email notification prompting them to change their password.
3. Send the completed template to CSCEnquiry@ntuclearninghub.com.
4. You and the participant will both receive an email notification once the course registration has been successfully submitted.
 
 
     
 
       View FAQ Mail_icon   CSCEnquiry@ntuclearninghub.com