Champion a Service Excellence Ethos (Service Leadership) (16 hrs)
Course Code: CRS-Q-0039821-RET
This course covers knowledge and application skills to champion the service excellence ethos in an organisation. It involves the development of a customer-focused strategy that will champion and communicate a service excellence ethos that fosters a customer-centric service culture.
Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).
- Design a customer-focused strategy that is in line with the organisation’s vision, mission and values
- Advocate the service excellence ethos to obtain buy-in from internal stakeholders
- Evaluate customer-focused strategy to determine corrective actions
- Update the customer-focused strategy in line with market trends and opportunities
Design a customer-focused strategy that is in line with the organisation’s vision, mission and values
- Develop a strategy that includes medium to long term goals, plans to enhance customer experience, resources to achieve the strategy and metrics to measure achievement
- Consider factors such as customer segmentation, market trends, competitors’ strategies, economic outlook and environment factors
- Employ techniques such as benchmarking, competitor analysis, SWOT, PESTLE and scenario planning
Advocate the service excellence ethos to obtain buy-in from internal stakeholders
- Decode service excellence ethos from the vision, mission and values of the organisation
- Advocate a service excellence ethos by creating a customer centric culture, establishing tangible targets and desired behaviours, and recognising individuals and teams
- Obtain buy-in from internal stakeholders by engaging respective stakeholder group and communicate appropriately to audience of different seniority, background and concerns
Evaluate customer-focused strategy to determine corrective actions
- Make regular visits to operations floor to monitor progress, review performance reports and perform gaps analysis
- Review customer feedback and benchmark against industry key service indicators
Update the customer-focused strategy in line with market trends and opportunities
- Monitor market trends such as social and political development, legislative changes, government initiatives, emerging technology and industry alliances, mergers and acquisitions
- Make changes to short and long term goals, processes and infrastructures, service indicators, resources requirements, benchmarking standards and marketing strategies
Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.
This course is suitable for vice president, customer experience directors, regional directors, and marketing and communications directors.
Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm
Course Fee : $690.00
Nett Fee Incl. 7% GST : $738.30
Nett Fee after Training Grant* : $117.30 (SMEs) | $498.30 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $117.30
* Please click HERE for detailed information on course fee funding schemes, SkillsFuture credit, and complete listing of funded courses. This course is eligible for use of SkillsFuture credit.
- Design a customer-focused strategy that is in line with the organisation’s vision, mission and values
- Advocate the service excellence ethos to obtain buy-in from internal stakeholders
- Evaluate customer-focused strategy to determine corrective actions
- Update the customer-focused strategy in line with market trends and opportunities
Design a customer-focused strategy that is in line with the organisation’s vision, mission and values
- Develop a strategy that includes medium to long term goals, plans to enhance customer experience, resources to achieve the strategy and metrics to measure achievement
- Consider factors such as customer segmentation, market trends, competitors’ strategies, economic outlook and environment factors
- Employ techniques such as benchmarking, competitor analysis, SWOT, PESTLE and scenario planning
Advocate the service excellence ethos to obtain buy-in from internal stakeholders
- Decode service excellence ethos from the vision, mission and values of the organisation
- Advocate a service excellence ethos by creating a customer centric culture, establishing tangible targets and desired behaviours, and recognising individuals and teams
- Obtain buy-in from internal stakeholders by engaging respective stakeholder group and communicate appropriately to audience of different seniority, background and concerns
Evaluate customer-focused strategy to determine corrective actions
- Make regular visits to operations floor to monitor progress, review performance reports and perform gaps analysis
- Review customer feedback and benchmark against industry key service indicators
Update the customer-focused strategy in line with market trends and opportunities
- Monitor market trends such as social and political development, legislative changes, government initiatives, emerging technology and industry alliances, mergers and acquisitions
- Make changes to short and long term goals, processes and infrastructures, service indicators, resources requirements, benchmarking standards and marketing strategies
Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.
This course is suitable for vice president, customer experience directors, regional directors, and marketing and communications directors.
Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm
Course Fee : $690.00
Nett Fee Incl. 7% GST : $738.30
Nett Fee after Training Grant* : $117.30 (SMEs) | $498.30 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $117.30
* Please click HERE for detailed information on course fee funding schemes, SkillsFuture credit, and complete listing of funded courses. This course is eligible for use of SkillsFuture credit.
Course Application
| Details | Registration |
|---|---|
| February 13, 2020 - February 14, 2020 (9:00 am - 6:00 pm) | Closed |