Service Leadership : Building a Service Culture within

Corporate Course

  • Description

With organisations cutting jobs or even salaries post pandemic, it is tempting to hold the view that staff retention will be at an all-time high.  While it could hold true for a period of time, the question will be – will your most valued staff be first to leave when the economy picks up?  Many of them could be staff who weathered the difficult period to keep your organisation going despite huge challenges? In fact, 89% of bosses wrongly believe their employees quit because they want more money (Source: Source; Leigh Branham, author of The 7 Hidden Reasons Employees Leave).  In fact, only 12% of employees actually leave their job because they want more money. (Source:

Studies have also revealed that replacing a high-talented employee will cost a company 200% of the employees annual salary.


People leave managers, not companies” (Marcus Buckingham)

This programme enables leaders, managers and executives of organisations with skills to identify, plan and build a Service Culture within - with the ultimate goal of high retention of staff - giving sustainable and quality services to customers, partners and communities they serve.


Learning Outcome

At the end of the course, participants should be able to:

  • Define Service in organisation
  • Align Service to their own organisation’s vision
  • Explain what Service Leadership is
  • Identify the qualities of Service Leadership
  • Identify the aspects in building a Service Culture in an organisation - Service Lingo, Service Staff recruitment and onboarding Motivation for Service Performance Walk-the-talk Leadership
  • Apply concepts learnt to case-studies and their own organisation
  • Write an Action Plan to build a Service Culture within organisation

(This course may be customised to ensure applicability of skills for participants)


Target Learners:

  • Managers/Supervisors
  • Executives
  • Administrative & Operational Support

Course Facilitator

WONG Lai Chun

MSc, BA, DIP TM, Cert Counselling


Lai Chun’s extensive experience included both the corporate sectors, as well as in the Social Service sectors, training all levels of staff members from various industries (government organizations & MNCs in property, hospitality, retail, financial sectors, telcos, educational institutions etc). She has more than 20 years’ experience in local, as well as international training and consultancy work.


Trained in Social Work, Lai Chun also has a total of 11 years in the Social Service sectors providing suicide prevention/crisis work, family and children welfare services.


Lai Chun’s corporate training experience included training and consultancy work in the areas of service and culture-building in many public and international MNCs in South East Asia, North & South Asia, Middle East, Australia and Europe.


In 2019, Lai Chun authored a book – ‘Do I matter’ which focuses on the importance of self-esteem in being a ‘resilient’ shield to help us weather any life storms and maintaining our well-being.  

Lai Chun also speaks at international conferences and company-wide events, as well as on radio and TV programmes.  

For more than 20 years, Lai Chun taught a Module on ‘Interpersonal Skills’ for students of National University of Singapore (NUS) and just as any other programmes she facilitates, she received commendations for excellent teaching and facilitation from NUS.


Lai Chun has a Masters of Science in Training (University of Leicester), Bachelor of Arts in Social Sciences (National University of Singapore), Diploma in Training and Development Management (With Certificate of Commendation) (Singapore Institute of Management) (Institute of Personnel Development, UK), as well as a Certificate in Counselling (CTP) (Counselling and Care Centre, Singapore).


She has also received training from the Western Pacific Association of Transactional Analysis and the International Transactional Analysis Association.  She is also a Certified Behavioural Consultant from the Institute of Motivational Living Inc (USA), Certified Life Coach from American Union of NLP, as well as a Certified Trainer in ASIST (Applied Suicide Intervention Skills Training).

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Course Details

Corporate Subsidised Price (inclusive of GST):

$4280.00 (20 Pax)

Non-Subsidised Price (inclusive of GST):

$4280.00 (20 Pax)


7.5 Hour/s


Peninsula Plaza Level 6 #06-33

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