Service Booster! A (Retail / Food & Beverages) (English / Mandarin) (4 hrs)

Course Code: CX-SBOA-I-O2

In-Company Training

[For service providers <3 years of experience]

The Retail and F&B business environment has changed significantly with the increasingly widespread adoption of digitalisation by both organisations and customers. Big data, sharing economy (think Uber and Airbnb) and e-commerce has transformed customer expectation and perception of service.

Service providers must keep pace with these developments so as to be able to continually provide a great customer experience and build loyalty.  Service Booster! aims to bring service providers up-to-date with the operating landscape and refresh their customer engagement skills.

  • Understand how the evolving environment and digitalisation is impacting customer experience
  • Learn to engage customers and build loyalty in today’s context

The new service environment in Retail / F&B industry

  • Manpower constraints
  • The digital age and it’s influence on customers

Customers then and now in Retail / F&B industry

  • Customer segments and their diverse needs
  • Rising customer expectations

Customers’ journeys with the store / outlet

  • Service transactions vs service experiences
  • RATER
  • 4P lenses of service
  • Take personal ownership to follow through

Personalise the customers’ experience

  • Reflect and design purposeful interactions with customers to create desired customer experiences

Participants will learn through videos about the future of Retail / F&B, group discussions, presentations, customer journey mapping, experiential learning activities, and personal reflections.

This course is suitable for service employees at the operations level within the Retail / F&B sector.

Duration : 4 hrs

Course Fee : $80.00
Nett Fee Incl. 7% GST : $85.60

 for more information.

Key Benefits
  • Understand how the evolving environment and digitalisation is impacting customer experience
  • Learn to engage customers and build loyalty in today’s context
Course Contents

The new service environment in Retail / F&B industry

  • Manpower constraints
  • The digital age and it’s influence on customers

Customers then and now in Retail / F&B industry

  • Customer segments and their diverse needs
  • Rising customer expectations

Customers’ journeys with the store / outlet

  • Service transactions vs service experiences
  • RATER
  • 4P lenses of service
  • Take personal ownership to follow through

Personalise the customers’ experience

  • Reflect and design purposeful interactions with customers to create desired customer experiences
Learning Methodology

Participants will learn through videos about the future of Retail / F&B, group discussions, presentations, customer journey mapping, experiential learning activities, and personal reflections.

Who Should Attend

This course is suitable for service employees at the operations level within the Retail / F&B sector.

Course Details

Duration : 4 hrs

Course Fee : $80.00
Nett Fee Incl. 7% GST : $85.60

 for more information.