The WSQ Diploma in Service Leadership will enable learners to learn concepts in Service Dominant Logic and how modern service eco-systems operate. The learner will be able to appreciate the global transformation of services with the advent of the Fourth Industrial Revolution. The learning outcomes are: Upon completion, learners will be awarded a WSQ Diploma in Service Leadership, recognised as a key qualification for professionals in the service industry.
The WSQ Specialist Diploma in Service Leadership equips learners with skills and knowledge in leading a service team to deliver service excellence. The course covers topics such as developing service operations, optimising the workforce, managing partnerships, service recovery framework, managing the service brand, analysing service quality and customer satisfaction, fostering service innovation, developing new products and services, and driving service quality and customer satisfaction. The modules focus on strategies to promote a customer-centric environment, influence service teams towards goals, and monitor team performance for continual improvements. By attending these modules, students will be able to develop new services for better customer experiences, lead their organisations with a clear service vision, optimise manpower for service excellence, and engage in social media marketing. The course is relevant to all occupational roles in various industries, including retail, fast-moving consumer goods, and hospitality. With the knowledge and abilities gained from this Specialist Diploma, learners will be able to develop service operations plans, evaluate them against key performance indicators, implement corrective actions, and establish and maintain relationships to enhance service excellence.
Module 1: Lead with a Service Vision
This course focuses on the knowledge and skills in leading a service team to deliver service excellence. It involves techniques to promote a customer-centric environment, ways to influence service team towards goals, and methods to monitor team performance for continual improvements
Module 2 : Develop Service Operations
This course is relevant to all occupational roles in all industries, such as retail, fast moving consumer goods and hospitality industries. The knowledge and techniques will be useful for managers who are responsible for managing day-to-day operations. Training needs include developing a service operations plan, evaluating the service operations plan against key performance indicators and implementing corrective actions to improve performance.
Module 3 : Optimise Workforce for Service Excellence
This module addresses the skills and knowledge required to ensure that people management/human capital strategies are aligned to the needs of the business. It covers people management/human capital participation in the development of organisational strategy, as well as managing broader consultative processes within the organisation. It is also designed to equip HR professionals with the skill sets and a structured approach to engage with business leaders on matters related to business priorities and translating that into HR focus areas and practices. The skills, knowledge and competencies learnt from this workshop, if well applied, will position learners as a strategic partner who can help drive business success by effectively translating business priorities into HR strategies. By attending this module, students can improve their ability to understand the business planning process.
Module 4 : Manage Partnership For Service Excellence
The “Manage Partnerships for Service Excellence” module addresses the knowledge and application skills required to establish and maintain relationships to enhance service excellence. It involves assessing the effectiveness of service partnerships, and implementing continual improvements to strengthen relationships with service partners.
Module 5 : Develop Service Recovery Framework
This module seeks to provide you with the knowledge and application skills to develop a service recovery framework. It involves analysing service challenges to ascertain service delivery gaps, developing a service recovery framework. Cascading the service recovery procedures to staff and evaluating the impact of the strategies
Module 6 : Manage Service Brand
The “Manage the Service Brand” module addresses knowledge and application skills in implementing the organisation’s service brand. It involves monitoring service branding guidelines and taking corrective actions to ensure alignment with the organisation’s service strategy
Module 5 : Analyse Service Quality for Customer Satisfaction
The “Analyse Service Quality and Customer Satisfaction” module covers knowledge and application skills in analyzing customer data to establish and improve the level of service quality and customer satisfaction in the organization. This involves analyzing service quality and customer satisfaction results, communicating findings and implementing improvement plans to close gaps
Module 8 : Foster Service Innovation
This module covers knowledge and application skills in promoting the service innovation culture in the organisation.It involves leading a team to generate service innovation ideas, facilitating its implementation and evaluating the success of implemented service innovation ideas.
Module 9 : Develop New Products and Services
The module covers the knowledge and application skills to develop new product or services to address customer needs and expectations. It covers the planning, development and implementation process of the newly developed product or service offering. This module also explores the roles and responsibility of the New Product Manager and the involvement of the Marketing Department in the launch of a product.
Module 10 : Drive Service Quality And Customer Satisfaction
The “DRIVE Service Quality and Customer Satisfaction” module covers knowledge and application skills in assessment of service quality and customer satisfaction levels within an organisation. This involves identification of relevant benchmark criteria and key performance indicators to monitor and manage customer information for service excellence.
Local Students
International Students
AND
English Requirements :
Successfully complete post-secondary programme conducted in English of at least 18 months duration .
Each level may be assessed by any combination of written assessment, projects and oral interviews.
The mode of delivery will be a combination of lectures, workshops, group discussions, individual activities, experiential learning with a 1:20 teacher and student ratio.
Full Course Fee*
$8,501.76
Up to 50% SSG Subsidy** (Singaporean 21 to 39 years old or Permanent Residents)
$4,565.76
Up to 70% SSG Subsidy** (Singaporean aged 40 years old & above)
$2,991.36
*All prices are inclusive of 8% GST. GST are based on full course fees, before SSG funding.
**Current prevailing SkillsFuture Singapore (SSG) funding applies to Singapore Citizens or Singapore Permanent Residents.
Please refer to SSG Training Grants Incentives website for the latest information.
1. Singaporeans and Permanent Residents have to meet the following conditions to be eligible for SSG fund, failing which the participant will be liable to pay the full course fees to Training Vision Institute.
a) Met minimum 75% in attendance and in E-learning hours
b) Qualify as Competent in all WSQ Assessments
c) Met other SSG eligibility criteria
2. Singapore Citizens can use their SkillsFuture Credit (SFC) to offset the course fee after subsidies.
3. Participant with Post-Secondary Education Account (PSEA) can apply to use the PSEA fund for the course fee.
4. Fee Protection Scheme (FPS) are not included. A non-refundable application fee of $53.50 for local students and $214 for international students will apply.
5. SkillsFuture Singapore course funding level has been revised from 1st January 2022. For complete information please visit SSG website or download the information here. Please speak to our Course Consultants to confirm your course fees.Our course consultant will advise you if you need to bring along a laptop. You also have the option to loan a laptop from us for the duration of the course. You may also want to bring along a jacket in case the room gets cold.
For online classes, do ensure you have a functional laptop and have Zoom installed prior to class.
You are required to have basic computer navigational skills such as opening and closing, dragging and dropping, copying and pasting of files.
In partnership with Fish4Talents, Training Vision Institute's subsidiary for career coaching and talent solutions provider, we will provide learners exclusive career coaching upon completion of modules.
Yes, we have funding available for self-sponsored (individuals) - up to 50% or 70% funding, and company-sponsored (SME or Non-SME). For more information, you may visit here.
You can sign up for this course through this link. Once you have registered for the course, our course consultant will follow up with you via email regarding your course registration.
Once you have registered for the course, you will receive a detailed step-by-step user guide on how to claim your SkillsFuture Credit. Our course consultant will be able to assist you if you require any help along the way.
If you are still unsure whether this course is suitable for you, please leave your contact details here. A course consultant will get in touch with you to recommend the appropriate course(s) based on your learning objectives.
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