Page 44 - CSCF Document

Corresponding competencies covered by training plan for
CW¹, DTSS², SO³, WRN, WSN⁴, WSU⁵ and WQO⁶ Officers

ORGANISATIONAL SERVICE COMPETENCIES

Course Programmes Duration Taking the Deliver Build Serve with Work Partner
Code (days) Customer’s Efficient Emotional Authority Collaboratively Customers for
Perspective to Service Resilience with Longer Term
Resolve Issues Operations Stakeholders Interest
LEADERSHIP
SCM10 Masterclass on Strategic Complaint 1
Management & Service Recovery:
A Systematic Approach to Policies,
Processes & People
BAC10 Masterclass on Building an Analytics 1
Culture
Additional Programme - By Nomination Only
LSMP Leaders in Service Management 15
Programme (Milestone)
SMUEP CSC-SMU Executive Programme in Public 5
Sector Service Mgmt
ADVANCED
SCM10 Masterclass on Strategic Complaint 1
Management & Service Recovery:
A Systematic Approach to Policies,
Processes & People
LEQ10 Enhancing Interpersonal Relations, 2
Influence and Impact through Emotional
Intelligence
TOW01 Seeing Systems, Strengthening 1
Collaborations
Additional Programme - By Nomination Only
FSLP Future Service Leaders Programme 14

INTERMEDIATE
TCE10* Service Manager’s Programme: 3
Transforming Customer Experience
WFA10 Write for your Audience, Service in Words 2
for Senior Officers
WDC10 Winning over Difficult customers 2
EDR13 Every Door is the Right Door 1
MRW12 Mindfulness for Resilience at Work 2
FOUNDATION
SVW13 Service Values Workshop for Frontline 1
Officers
FCS30 Responsiveness in Frontline Customer 2
Service: Making Customer Satisfaction a
Daily Pleasure
WFA23 Write for your audience, Service in words 2
for support officers
EDR13 Every Door is the Right Door 1
EQF23 EQ In Customer Service For Frontline Staff 2

HDC23 Influencing & Diffusing Skills For Difficult 2
Customer Situations
BPR23 Building Your Personal Resilience for 2
Support Officers

41 | CUSTOMER SERVICE COMPETENCY FRAMEWORK