Page 46 - CSCF Document

Corresponding competencies covered by training plan for CDD-SE Officers

ORGANISATIONAL SERVICE COMPETENCIES

Course Programmes Duration Taking the Deliver Efficient Build Emotional Serve with Work Collaboratively Partner Customers for Develop Service Design Customer Use Data Analytics Uphold Service Build a Service
Code (days) Customer’s Service Resilience Authority with Stakeholders Longer Term Interest Strategies, Guidelines Experiences for Service Quality and Culture
Perspective to Operations and Change Initiatives Improvement Standards
Resolve Issues Customer’s Perspective
to Resolve Issues
LEADERSHIP
SCM10 Masterclass on Strategic Complaint Management & Service Recovery: A Systematic 1
Approach to Policies, Processes & People
BAC10 Masterclass on Building an Analytics Culture 1
SDS10 Masterclass in Strategising Digital Services 1
IST10 Implementing Service Vision Strategically & Tactically 2
BCA10 Building Change Agility 2
DLS10 Design for Policy Seminar 0.5
LSMP Leaders in Service Management Programme (Milestone) 15
SMUEP CSC-SMU Executive Programme in Public Sector Service Mgmt 5
ADVANCED
SCM10 Masterclass on Strategic Complaint Management & Service Recovery: A Systematic 1
Approach to Policies, Processes & People
LEQ10 Enhancing Interpersonal Relations, Influence and Impact through Emotional 2
Intelligence
TOW01 Seeing Systems, Strengthening Collaborations 1
DDA10 Data Analytics - Basic Principles and Applications 3
BAC10 Masterclass on Building an Analytics Culture 2
SDS10 Masterclass in Strategising Digital Services 1
IST10 Implementing Service Vision Strategically & Tactically 2
BCA10 Building Change Agility 1
GFM10 ToP™ Group Facilitation Methods 2
MBD10 Managing by Design 2
TET10 The Essence of Lean Thinking 1
FSLP Future Service Leaders Programme 14
LSMP Leaders in Service Management Programme (Milestone) 15
INTERMEDIATE
TCE10* Service Manager’s Programme: Transforming Customer Experience 3
WFA10 Write for your Audience, Service in Words for Senior Officers 2
WDC10 Winning over Difficult customers 2
EDR13 Every Door is the Right Door 1
MRW12 Mindfulness for Resilience at Work 2
DDA10 Data Analytics - Basic Principles and Applications 3
SEC10 Data Visualisation for Effective Communication 2
IST10 Implementing Service Vision Strategically & Tactically 2
NCC10* The Supervisor’s Role in Navigating Change 2
GFM10 ToP™ Group Facilitation Methods 2
TED10 Think, Experience, Design 2
ACS10 Customer Research through Surveys and Analytics 2
FOUNDATION
SVW13 Service Values Workshop for Frontline Officers 1
FCS30 Responsiveness in Frontline Customer Service: Making customer satisfaction a daily 1
pleasure
WFA23 Write for your audience, Service in words for support officers 2
EDR13 Every Door is the Right Door 1
EQF23 EQ In Customer Service For Frontline Staff 2
HDC23 Influencing & Diffusing Skills For Difficult Customer Situations 2
BPR23 Building Your Personal Resilience for Support Officers 2
TSS30 Mastering Telephone and Email Service Skills 2
GFM10 ToP™ Group Facilitation Methods 2
SAE12 Stats Alive - A Foundation for Analytics (e-learning) 1.5hours

43 | CUSTOMER SERVICE COMPETENCY FRAMEWORK