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

Course Code: TGS‐2019503850

This course covers knowledge and application skills to champion the service excellence ethos in an organisation. It involves developing 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).

Note: This is an In-Company training.

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 a complete listing of funded courses. This course is eligible for use of SkillsFuture credit.

Course Application

Contact us for more information. 

Key Takeaways

Upon completion of this workshop, participants will be able to;

  • 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

Who Should Attend

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

Programme Outlines

  1. 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 environmental factors
    • Employ techniques such as benchmarking, competitor analysis, SWOT, PESTLE and scenario planning
  2. 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 groups and communicate appropriately to audiences of different seniority, background and concerns
  3. Evaluate customer-focused strategy to determine corrective actions
    • Make regular visits to the operations floor to monitor progress, review performance reports and perform gaps analysis
    • Review customer feedback and benchmark against industry key service indicators
  4. 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

Methodologies

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

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