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CUSTOMER SERVICE TRAINING PLAN

FOR CDD-SE 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 SDS10 – Masterclass in
audience, Service in words Strategising Digital Services
for support officers EDR13 – Every Door is the TOW01 – Seeing Systems,
Right Door Strengthening Collaborations IST10 – Implementing
EDR13 – Every Door is the Service Vision Strategically &
Right Door MRW12 – Mindfulness for DDA10 – Data Analytics - Basic Tactically
Resilience at Work Principles and Applications
EQF23 – EQ In Customer BCA10 – Building Change
Service For Frontline Staff DDA10 – Data Analytics SDS10 – Masterclass in Agility
- Basic Principles and Strategising Digital Services
HDC23 – Influencing & Applications DLS10 – Design for Policy
Diffusing Skills For Difficult IST10 – Implementing Service Seminar
Customer Situations SEC10 – Data Visualisation Vision Strategically & Tactically
for Effective Communication LSMP – Leaders in Service
BPR23 – Building Your BCA10 – Building Change Management Programme
Personal Resilience for IST10 – Implementing Agility
Support Officers Service Vision Strategically & SMUEP – CSC-SMU Executive
Tactically BAC10 – Building an Analytics Programme in Public Sector
TSS30 – Mastering Telephone Culture Service Management
and Email Service Skills NCC10* – The Supervisor’s
Role in Navigating Change GFM10 – ToP™ Group
GFM10 – ToP™ Group Facilitation Methods
Facilitation Methods GFM10 – ToP™ Group
Facilitation Methods MBD10 – Managing by Design
SAE12 – Stats Alive - A
Foundation for Analytics TED10 – Think, Experience, TET10 – The Essence of Lean
(e-learning) Design Thinking

ACS10 – Customer Research FSLP – Future Service Leaders
through Surveys and Programme
Analytics
LSMP – Leaders in Service
Management Programme

Additional Criteria
TCE10* and NCC10* - Only for officers with Supervisory Functions

CUSTOMER SERVICE COMPETENCY FRAMEWORK | 42