Demonstrate the characteristics of a role model that reflect the organisation's vision, mission and values

Encourage team to deliver service

Promote a customer- centric culture within the service environment to achieve service excellence

Monitor performance of self and team to ensure consistency with the organisation’s guidelines

Recognise the roles and responsibilities of a leader in operationalising the organisation’s vision, mission and values

Promote a customer- centric environment to influence team to achieve service excellence

Analyse performance of team to identify follow-up actions for improvement

Design a customer- focused strategy

Advocate the service excellence ethos to obtain buy-in from internal stakeholders

Create a customer- centric culture in the organisation

Translate the service excellence ethos into tangible targets and behaviours

Reinforce positive behaviour by providing incentives and rewards for teams and individuals

Evaluate customer- focused strategy to determine corrective actions

Update the customer- focused strategy in line with market trends and opportunities