Service Leadership (SF - Manager)
About this course
Course objectives
On completion of this course, participants will acquire the knowledge and skills to lead a team to deliver service excellence that is in line with the organisation’s customer-focused strategies.
Course description
As the new economy shifts its focus to consumer over product, it has become imperative for organizations to deliver impressionable service to their customers. At every step of the service, it is crucial for employees to know their role and execute it in alignment with the organization’s service vision.This module aims to equip supervisors and managers with the knowledge and skills to deploy relevant techniques and methods in influencing their teams to deliver service excellence that is in line with the organisation’s customer-focused strategies, service excellence ethos and service vision.The course covers the following areas:• Characteristics of a leader• Methods to operationalise the organisation’s vision, mission and values within the team• Techniques to promote a customer centric environment• Methods to influence service team to achieve service excellence• Methods to analyse the performance of team