Banner-course-dark
Service Motivation and Leadership

White-bar

Books-white 2 Day(s)  Coin-white $615.00
     
     
  Overview  
 
  Are you in a situation where the service team under you is not performing up to expectations? Do you find that your team’s motivation and customer satisfaction fluctuates and varies too frequently? Or do you think you have put in your best effort but change is beyond you? Worry not. You will learn tips to motivate and lead your service team. This is a programme under the Service Excellence Training Framework for senior officers and managers who manage service excellence.  
 
 
  Objectives  
 
  By the end of this course, you will be able to: • Lead, motivate and develop service teams for better performance • Identify factors affecting service teams’ performance and devise a strategy to boost performance • Design a development process through feedback and develop a personal leadership development plan • Develop action steps to overcome the challenges faced by a leader • Lead organisational change and individual transitions for the future  
 
 
  Outline  
 
  • Riding high – The customer’s experience • The excellent service leader • Leading with style • Strategising for personal excellence • Strategising for team excellence • Providing feedback towards outstanding service performance • Breezing through difficult service situations • Leading the dream service team  
 
 
  Instructors  
 
 
  Rachpalkaur   Ng_lee_li_0011_passport_resolution_%281%29  
  Rachpal Kaur D/O Noop Singh   Ng Lee Li  
 

Rachpal Kaur is the director of One Asia Coach Pte Ltd. She has provided training and consultancy to over 3,000 senior managers, managers and employees from both the public and private sector. She specialises in customer service, customer relationship management and change management, drawing from her previous work experience in the Public Service and multinational corporations. Rachpal graduated with a Bachelor of Arts (Psychology and Politics) degree from Swinburne University of Technology, Australia, and a Masters of Arts (Education and Human Development) degree from George Washington University, USA. She is also a Neuro-linguistic Prgramming (NLP) Master Practitioner and has a Certification in Enneagram Profiling.

 

Lee Li is currently a freelance consultant and trainer. She teaches part-time at Kaplan Higher Education Institute and previously lectured at Republic Polytechnic, Temasek Polytechnic and Nanyang Polytechnic. She is also a WSQ trainer and curriculum developer. She also conducts customised workplace training programmes as well as government sponsored programme for overseas participants. She specialises in service management and soft skills for frontline work. Lee Li used to head Science Centre Singapore's Public Relations & Marketing and Visitor Services departments and served as the Quality Service Manager.

Lee Li obtained her Bachelor of Arts degree in General Sociology with a minor in Leisure Science from Oklahoma State University, USA and was awarded the O.D. Duncan Scholarship for Outstanding Undergraduate Student in Sociology. She obtained her Master of Science Degree in Recreation, Parks and Tourism from Virginia Commonwealth University, USA and graduated top of her class as a Dean’s Scholar.

 
 
 
 
  Classes  
 
 
Date Time Address Available Slots Class ID Registration
25 February 2020 09:00 AM
to
05:00 PM
NTUC Trade Union House (73 Bras Basah Road, S189556) 24 / 24 437
26 February 2020 09:00 AM
to
05:00 PM
NTUC Trade Union House (73 Bras Basah Road, S189556)
26 March 2020 09:00 AM
to
05:00 PM
NTUC Trade Union House (73 Bras Basah Road, S189556) 24 / 24 438
27 March 2020 09:00 AM
to
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