Page 48 - CSCF Document

CUSTOMER SERVICE TRAINING PLAN

FOR WSN-PUB ONE 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,
TSS30 – Mastering Telephone WFA10 – Write for your Processes & People Processes & People
and Email Service Skills Audience, Service in Words
for Senior Officers LEQ10 – Enhancing BAC10 – Building an
WFA23 – Write for your Interpersonal Relations, Analytics Culture
audience, Service in words WDC10 – Winning over Influence and Impact through
for support officers Difficult customers Emotional Intelligence Additional Programmes**

EDR13 – Every Door is the EDR13 – Every Door is the TOW01 – Seeing Systems,
Right Door Right Door Strengthening Collaborations LSMP - Leaders in Service
Management Programme
EQF23 – EQ in Customer MRW12 – Mindfulness for DDA10 – Data Analytics
Service for Frontline Staff Resilience at Work - Basic Principles and SMUEP – CSC-SMU Executive
Applications Programme in Public Sector
BPR23 – Building Your Service Management
Personal Resilience for Additional Programme**
Support Officers
FSLP - Future Service Leaders
HDC23 – Influencing & Programme
Diffusing Skills For Difficult
Customer Situations
SAE12 – Stats Alive - A
Foundation for Analytics
(e-learning)

Additional Criteria
TCE10* - Only for officers with Supervisory Functions
Additional Programmes** - via nomination only

45 | CUSTOMER SERVICE COMPETENCY FRAMEWORK