Page 49 - CSCF Document

Corresponding competencies covered by training plan for WSN-PUB One Officers

CONTACT
ORGANISATIONAL SERVICE COMPETENCIES CENTRE
COMPETENCY

Course Programmes Duration Taking the Deliver Build Serve Work Partner Manage Contact
Code (days) Customer’s Efficient Emotional with Collaboratively Customers Centre
Perspective Service Resilience Authority with for Longer
to Resolve Operations Stakeholders Term
Issues Interest
LEADERSHIP
SCM10 Masterclass on Strategic 1
Complaint Management &
Service Recovery: A Systematic
Approach to Policies, Processes
& People
BAC10 Masterclass on Building an 1
Analytics Culture
Additonal Programmes - By Nomination Only
LSMP Leaders in Service Management 15
Programme (Milestone)
SMUEP CSC-SMU Executive Programme 5
in Public Sector Service Mgmt
ADVANCED
SCM10 Masterclass on Strategic 1
Complaint Management &
Service Recovery: A Systematic
Approach to Policies, Processes
& People
LEQ10 Enhancing Interpersonal 2
Relations, Influence and Impact
through Emotional Intelligence
TOW01 Seeing Systems, Strengthening 1
Collaborations
DDA10 Data Analytics - Basic Principles 3
and Applications
Additonal Programmes - By Nomination Only
FSLP Future Service Leaders 14
Programme
INTERMEDIATE
TCE10* Service Manager’s Programme: 3
Transforming Customer
Experience
WFA10 Write for your Audience, Service 2
in Words for Senior Officers
WDC10 Winning over Difficult customers 2
EDR13 Every Door is the Right Door 1

MRW12 Mindfulness for Resilience at 2
Work
FOUNDATION
SVW13 Service Values Workshop for 1
Frontline Officers
TSS30 Mastering Telephone and Email 2
Service Skills
WFA23 Write for your audience, Service 2
in words for support officers
EDR13 Every Door is the Right Door 1

EQF23 EQ In Customer Service For 2
Frontline Staff
BPR23 Building Your Personal 2
Resilience for Support Officers
HDC23 Influencing & Diffusing Skills For 2
Difficult Customer Situations
SAE12 Stats Alive - A Foundation for 1.5 hours
Analytics (e-learning)

CUSTOMER SERVICE COMPETENCY FRAMEWORK | 46