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:
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- Recognise the role of a coach in coaching for service performance
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- Prepare coaching plan for individuals to address service performance issues
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- Demonstrate the use of coaching techniques to address service performance issues
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- 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
| Full Course Fee (before SSG subsidy) | Nett Fee Payable | |
| S’poreans or PRs (subsidy up to 50% of course fee) | S’poreans age ≥ 40 years old or Enhanced Training Support for SMEs (subsidy up to 70% of course fee) | |
| $380 | $190 | $114 |
| Absentee Payroll Funding for Employers | ||
| Singapore Citizens and Permanent Residents | Singapore Citizens aged 35 and above (or Persons with Special Needs aged 13 and above), earning a monthly salary ≤$2,300 | |
| $4.50 per hour (of course duration), capped at $100,000 per enterprise per calendar year | 95% of hourly basic salary | |
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
UEN: 200809865C
The two-day workshop will be delivered through mini lectures, group discussion,role play, case studies and structured learning activities.