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.

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

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
April 5, 2021 - April 6, 2021 (9:00 am - 6:00 pm) Register Now
September 6, 2021 - September 7, 2021 (9:00 am - 6:00 pm) Register Now