Drive Customer Loyalty for Service Excellence (Service Challenges) (8 hrs)

Course Code: CRS-Q-0039660-RET

This course covers the knowledge and application skills to enhance customer loyalty. This involves the development of customer loyalty strategies, evaluating the impact of the strategies and recommending changes to service operations plans that may have an impact on customer loyalty.

Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).

  • Develop strategies to improve customer loyalty
  • Evaluate impact of customer loyalty strategies
  • Recommend changes to service operations plan affecting customer loyalty

Develop strategies to improve customer loyalty

  • Design and implement a customer loyalty strategy to increase customer satisfaction and retention through development of customer loyalty strategies

Evaluate impact of customer loyalty strategies

  • Evaluate the impact of customer loyalty strategies with criteria such as revenue from repeat customers, level of customer satisfaction, customer compliments-complaints ratio, and sign-up rates for customer loyalty programmes

Recommend changes to service operations plan affecting customer loyalty

  • Make changes to service operations plans by refining workflow processes and standard operating procedures, introducing measures to cater to high volume customer traffic, and ensuring team’s adherence to procedures for service delivery

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 : 1 day (8 hrs)
Time : 9:00am to 6:00pm

Course Fee : $490.00
Nett Fee Incl. 7% GST : $524.30
Nett Fee after Training Grant* : $124.30 (SMEs) | $404.30 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $124.30

* 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
  • Develop strategies to improve customer loyalty
  • Evaluate impact of customer loyalty strategies
  • Recommend changes to service operations plan affecting customer loyalty
Course Contents

Develop strategies to improve customer loyalty

  • Design and implement a customer loyalty strategy to increase customer satisfaction and retention through development of customer loyalty strategies

Evaluate impact of customer loyalty strategies

  • Evaluate the impact of customer loyalty strategies with criteria such as revenue from repeat customers, level of customer satisfaction, customer compliments-complaints ratio, and sign-up rates for customer loyalty programmes

Recommend changes to service operations plan affecting customer loyalty

  • Make changes to service operations plans by refining workflow processes and standard operating procedures, introducing measures to cater to high volume customer traffic, and ensuring team’s adherence to procedures for service delivery
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 : 1 day (8 hrs)
Time : 9:00am to 6:00pm

Course Fee : $490.00
Nett Fee Incl. 7% GST : $524.30
Nett Fee after Training Grant* : $124.30 (SMEs) | $404.30 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $124.30

* 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 10, 2020 - February 10, 2020 (9:00 am - 6:00 pm) Closed
October 8, 2020 - October 8, 2020 (9:00 am - 6:00 pm) Register Now