About
On completion of this training, the learner will be able to coach individuals for service performance. This includes using coaching techniques to close service gaps and monitoring the progress of individuals from improvements in service performance.
Learning Outcomes
Participants will learn to:
- Recognise the role of a coach in coaching for service performance
- Prepare coaching plan for individuals to address service performance issues
- Demonstrate the use of coaching techniques to address service performance issues
- Monitor progress of individual for improvements in service performance through customer feedback
Who Should Attend
This course is suitable for customer-facing staff, customer service representatives, contact centre officers, hospital nurses, healthcare staff, service crew, business operations personnel etc. who are eager to be equipped with the appropriate skillset to coach individuals for service performance.
Course Pre-requisites
Participants should:
• Have an understanding of the organisation’s product and service offering
• Have an understanding of the organisation’s structure, standard operating procedures and guidelines on
customer service
• Be able to speak, listen and read English at a proficiency level not lower than the Employability Skills Workforce
Skills Qualification (ES WSQ) Workplace Literacy (WPL) Level 3
Course Dates and Investment
The above course fee and absentee payroll funding for SME employers are valid from 12 Sep 2022.
For individual registration, Skillsfuture Credit is available for Singaporeans aged 25 and above.
(The course fee can be offset in part or full for the portion of the course fee payable after SSG subsidy)
Statement of Attainment
Upon successful completion of 2-day classroom training (15 hours) and course assessment, participants will receive an Statement of Attainment (SOA) from Skillsfuture Singapore (SSG).
For course enquiries or registration, please call (+65) 6567 0098 or email info@dsiacademy.com.sg
| Cancellation/Withdrawal Policy |
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| 1) Payment must be made to DSI Academy Pte Ltd before course commence. |
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2) Cancellations / withdrawals are NOT allowed once a written confirmation has been sent to the trainee(s). However, a replacement may be sent to attend the same course.
For cancellations received in writing, refunds will be given according to the following: |
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| Notice of withdrawal |
% refund |
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| At least 10 days |
Full refund |
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| Within 4 to 9 days |
50% |
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| Within 3 days or upon course commence |
No refund |
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3) Trainee shall be bound by the terms and conditions of any applicable funding scheme as approved by DSI Academy Pte Ltd.
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| 4) In the event that the trainee fails to meet any of the requirement set under the funding scheme or has been granted funding for the same course before thereby resulting that his/her funding application is rejected, the trainee is liable to pay the balance of the full course fee to DSI Academy Pte Ltd. |
UEN: 200809865C
Methodology
The two-day workshop will be delivered through mini lectures, group discussion,role play, case studies and structured learning activities.
