This class will be conducted in Chinese. If you are not proficient in Chinese, please choose the English class.
本课程将以中文授课，仅以中文进行，如果您不精通中文，请选择以英语授课的课程，谢谢。
Applicable for All Staff: No pre-requisite required!
适用于所有员工：无需先决条件！
第五课(A): Service Language and Professional Image (Chinese)
– 培训模式: 课堂学习
– 课程时长: 2 天（14小时）, 早上9点 – 傍晚5点
– 地点: MDIS Campus @ 501 Stirling Road, BLK E, Singapore 148951 (Locate us)
重要的提示:
1. 请不要为同一门课程注册多个课程日期
2. 提交前请输入正确信息
3. 如果您不确定是否已经上过此课程，请不要再次注册，请向总部查询您的培训记录.
We develop holistic and flexible training programmes and learning paths that support organisational CX goals and develop employees’ personal growth at all levels, from management to team members. The use of interactive training aids and equipment offers our learners a differentiated learning experience that is highly enriching, engaging, and enjoyable. Through the training programmes, employees will embrace the change in mindset and develop relevant skills for CX Transformation.
What you will get:
The first stage of a CX Transformation programme is to diagnose the current level of service standards in your business. We will conduct an in-depth analysis and research on your organisational strengths and weaknesses in the delivery of services and products, as well as identify the gaps between your current service level and customer expectations. The series of comprehensive reports indicate the breakdown of the internal and external factors influencing the customer experience touchpoints of your business. At the end of this exercise, we will provide you with detailed recommendations on how you can bridge the service gaps.
What you will get:
The mystery shoppers deployed are trained to use customised checklists / observational lists to perform data collection for your business. It is to assess and understand the service level rendered by your employees and the customer impression from every customer experience touchpoint.
Report highlights:
Real-time information is gathered through various platforms to understand your current customer satisfaction levels and the perceived quality of products and services.
Report highlights:
The SQ Scan helps your business to obtain an objective and quantitative assessment of the current state of customer experience as perceived by internal stakeholders (employees, managers, etc.).
Report highlights:
Qualitative data is collected through one-on-one interviews and focus groups with your senior management team, employees, and customers. The sessions with the senior management team provide insights into understanding expectations and challenges in the organisation’s journey to service excellence. We engage your employees from various departments and levels to gather data on current service culture and customer issues. Selected customers for the sessions will help you better understand the level of customer experience that they encountered.
Report highlights:
Understand and discover current experiences with your organisation in terms of strength and areas of improvement, not limited to the following factors:
This report gives you a clear understanding of the employees’ perceptions and address their concerns.
Report highlights:
The second stage of a CX Transformation programme is to design and develop the CX strategic intent for your business. We will help you to frame and create a strategic service thrust that allows your customers to undergo a singular differentiated experience which is highly memorable. You will receive a detailed implementation plan to ensure that the strategic service intent is understood and embraced throughout the organisation and aligned to the organisation’s direction to achieve its vision and mission.
What you will get:
At this stage, we help you to understand the actual customer experience through identifying their motivation, feelings, and thought process while receiving a service. The CX Journey Mapping is a pictorial and descriptive tool to identify and design a unique customer experience journey. The CX mapping is useful when an organisation needs to design a new service, evaluate a service, prepare clients in their service engagements, and train new service employees to improve and maintain a current service.
What you will get:
The last stage of a CX Transformation programme is to achieve any of the following organisational outcomes/KPIs:[a] Improvement in service productivity to grow company value-add[b] Increase in competitiveness to develop attitudinal brand loyalty among customers
What you will get: