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Domain:
Service Delivery; Our Core Competencies
Content Type:
eLearning
Course Code:
ELSCC13
Remark:
This e-learning programme is open for registration
throughout the year. It will take place on LEARN Digital Classroom (LEARN DC),
a one-stop space for you to access your
virtual classroom sessions, programme-related online learning materials,
quizzes and assignments, as well as meet your classmates for discussions. You do not need a LEARN account to access this programme.
You will have up to 90 days to complete each
e-learning programme. Thereafter, the access will expire and you will need to
re-register for the e-learning programme to gain access for another 90 days.
Request to withdraw or replace learners for
approved registrations will not be accepted.
Who Should Attend:
You are a Service Managers who is keen to deliver a great customer experience.
Programme Overview
Excellent results don’t happen by accident. The outcomes of any organisation are the reflection of the organisation’s influence on its employee experience, level of innovation and agility, as well as customer experience. Most efforts to improve often mistakenly focus on creating organisational changes and new policies and procedures - a process that is known as "hard-wiring" change.
However, the most successful organisations use a more effective alternative called "soft-wiring", which focuses on engaging employees to achieve buy-in, support, and high-performing delivery of an excellent experience to create a culture of service excellence. Through interactions and case studies in this programme, you will discover proven soft-wiring approaches to the following four areas.
[COMPLIMENTARY MODULE] EXCELLENCE AND YOU
This module provides an important overview of how leadership excellence, employee engagement, and great customer experiences provide for organizational excellence. It’s the formula for putting organizing all of the ideas shared in this curriculum.
This is one of the five eLearning modules of "Lead with Your Customer Foundation Series".
Learning Outcomes
- Gain insights into the best practices in "soft-wiring" approaches to build a customer-centred service culture
- Analyse "soft-wiring" approaches used by world class organisations and create a "soft-wiring" implementation plan for your organisation to build a customer-centred service culture
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- Selection - What criteria do you use to hire people? How important is it that your workforce has the people skills to deliver results? How do you ensure that the individuals hired align with the organisation’s values and standards?
- Orientation & Onboarding - How can you get people on board and pointed in the same direction from day one? How do you get them focused on your vision and values?
- Accountability - How do you get people to bring passion to work consistently each day? How do you give them constructive feedback and support them in making performance matter?
- Recognition - What are low/no cost ways you can reward and incentivise your workforce? How can you make recognition genuine and personal?