PWM-Retail: Role Model the Service Vision (Service Leadership)
About This Course
This course is only for the low wage workers in the PWM-Retail Sector.
This course covers knowledge and application skills in role modelling the service vision of an organisation. It involves demonstrating the characteristics of a role model and promoting a customer-centric culture within the team to achieve service excellence.
What You'll Learn
Demonstrate the characteristics of a role model that reflect the organisation’s vision, mission and values
Encourage team to deliver service in accordance with organisation guidelines
Promote a customer-centric culture within the service environment to achieve service excellence
Monitor performance of self and team to ensure consistency with the organisation’s guidelines
Entry Requirements
Learners are assumed to:
1. Have an understanding of the organisation’s vision, mission, values, processes
and procedures
2. Have an understanding of the organization’s product and service offering
3. Have an understanding of the organization’s service excellence procedures
and practices and be able to impart service practices to peers, juniors and
subordinates
4. Have 2 years of experience in a service-related capacity
5. 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 4