Page 43 - CSCF Document

CUSTOMER SERVICE TRAINING PLAN

FOR CW¹, DTSS², SO³, WRN, WSN⁴, WSU⁵

AND WQO⁶ OFFICERS

Foundation Intermediate Advanced Leadership

SVW13 – Service Values TCE10* – Service Manager’s SCM10 – Strategic Complaint SCM10 – Strategic Complaint
Workshop for Frontline Programme: Transforming Management & Service Management & Service
Officers Customer Experience Recovery: A Systematic Recovery: A Systematic
Approach to Policies, Approach to Policies,
FCS30 – Responsiveness in WFA10 – Write for your Processes & People Processes & People
Frontline Customer Service: Audience, Service in Words
Making customer satisfaction for Senior Officers LEQ10 – Enhancing BAC10 – Building an
a daily pleasure Interpersonal Relations, Analytics Culture
WDC10 – Winning over Influence and Impact through
WFA23 – Write for your Difficult Customers Emotional Intelligence Additional Programmes**
audience, Service in words
for support officers EDR13 – Every Door is the TOW01 – Seeing Systems, LSMP – Leaders in Service
Right Door Strengthening Collaborations Management Programme
EDR13 – Every Door is the
Right Door MRW12 – Mindfulness for Additional Programmes** SMUEP – CSC-SMU Executive
Resilience at Work Programme in Public Sector
EQF23 – EQ in Customer FSLP – Future Service Leaders Service Management
Service for Frontline Staff Programme

HDC23 – Influencing &
Diffusing Skills For Difficult
Customer Situations
BPR23 – Building Your
Personal Resilience for
Support Officers

Additional Criteria
TCE10* - Only for officers with Supervisory Functions
Additional Programmes** - via nomination only
1
Excludes ‘Electrical, Mechanical & Instrumentation’ and ‘Water Quality Management & Modeling’ divisions, and the following branches/sections –
‘Hydrology & Hydraulic Modelling’ (Drainage Planning), ‘Policy & GIS’ (Drainage Planning), ‘Finance & Asset Management’ (Drainage Operations) and
‘MB/RWPS/MRRS Maintenance’ (Marina Barrage).
2
Applies to ‘Conveyance’ division only.
3
Applies to ‘Urban Liveability’ division only.
4
Excludes ‘Network Optimisation’ and ‘Planning & Process Development’ divisions, and the following branch/ section – ‘Design’ (Network Design &
Construction) only.
5
Applies to ‘Building Plan Unit’ only.
6
Applies to Water Investigation Team and ‘Water Sampling & Monitoring’ branch only.

CUSTOMER SERVICE COMPETENCY FRAMEWORK | 40