Champion a Service Excellence Ethos

Champion a Service Excellence Ethos (Service Leadership) (16 hrs)

Course Code: TGS‐2019503850 | SSG Funded

*Classroom-based Learning*

In-Company Training

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

With effect from 1 Jan 2023 (GST @ 8%):

Course Fee : $690.00
Nett Fee Incl. 8% GST : $745.20
Nett Fee after Training Grant* : $262.20 (SMEs) | $400.20 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $262.20

Funding validity period: 01 Jan 2020 – 22 Aug 2023

* Please click HERE for detailed information on general terms and conditions.

* 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.

Key Benefits
  • 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
Course Contents

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
Learning Methodology

Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.

Who Should Attend

This course is suitable for vice president, customer experience directors, regional directors, and marketing and communications directors.

Course Details

Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm

With effect from 1 Jan 2023 (GST @ 8%):

Course Fee : $690.00
Nett Fee Incl. 8% GST : $745.20
Nett Fee after Training Grant* : $262.20 (SMEs) | $400.20 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $262.20

Funding validity period: 01 Jan 2020 – 22 Aug 2023

* Please click HERE for detailed information on general terms and conditions.

* 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.