Course Description

This is a customer experience transformational programme for Service Leaders that breaks down your barrier to achieve a customer centric environment. Customer loyalty happens when everyone in an organisation is aligned and committed to deliver a differentiated desired customer experience. Leaders are responsible to engage and inspire their teams to live out the desired service values by coaching them to execute with passion, the desired service experience.

 

Course benefits

 

Exceeding customers expectations is a key driver in building customer loyalty and brand advocates. Every Service Leader coach their team to be customer-centric and deliver the desired customer experience, that is aligned to the organisation’s service vision. Service leaders will become role models who will enthuse their teams to exceed and excel in service delivery which will translate to loyal customer base and increased revenue.

 

 

Course Objectives

At the end of this course, you should be able to:

Identify some techniques to deal with hostile malingering fussy and uncooperative members of your team

Understand the role of managers/supervisors in effecting the Desired Customer Experience

Clarify the roles and responsibilities of your supervisory role and adjust to the new role with confidence

Communicate and lead by example the expected customer service standards

Analyse your existing customers and potential target audiences and conduct an audit on your competitors websites

Cascade effectively and get buy-in of the Desired Customer Experience (We are One Team)

Understand the fundamentals of persuasion and how it is used effectively

Understand importance of emotions and differentiate between physical and emotional needs in the interaction with team and customers

Speak the appropriate lingo and with the right tone that is specific to each generation of workers at your workplace

Encourage and motivate team to practice desired service behaviors and verbiages

Create SMART goals that are measurable and attainable with your budget and stipulated time frame

Manage and guide team to overcome service challenges

Identify some techniques to deal with hostile malingering fussy and uncooperative members of your team

Understand the role of managers/supervisors in effecting the Desired Customer Experience

Clarify the roles and responsibilities of your supervisory role and adjust to the new role with confidence

Communicate and lead by example the expected customer service standards

Analyse your existing customers and potential target audiences and conduct an audit on your competitors websites

Cascade effectively and get buy-in of the Desired Customer Experience (We are One Team)

Understand the fundamentals of persuasion and how it is used effectively

Understand importance of emotions and differentiate between physical and emotional needs in the interaction with team and customers

Speak the appropriate lingo and with the right tone that is specific to each generation of workers at your workplace

Encourage and motivate team to practice desired service behaviors and verbiages

Create SMART goals that are measurable and attainable with your budget and stipulated time frame

Manage and guide team to overcome service challenges

Course Fees And Grants

Programme Fees

Full Course Fee: $918.00(inclusive of 8% GST)

Nett Fee (after funding)*: $323.00

For Employer-Sponsored Participants

SME: $323.00 Non-SME: $493.00

For Participants eligible for SkillsFuture Mid-Career Enhanced Subsidy:

40 years old and above

(Singapore Citizen only): $323.00

 

For Self Sponsored Participants:

SkillsFuture Credit is applicable for Singapore Citizens aged 25 years old and above only

 

Applicants may use SkillsFuture Credit for this course

Absentees will be charged the full course fee.

Course Schedule

CourseCodeVenueJan-23Feb-23Mar-23Apr-23May-23Jun-23Jul-23
Lead The Desired Customer ExperienceLead The Desired Customer ExperiencePhysical Class--27-28-29-30-

Registration

For Organisations on HRMS Learning Hub, you are strongly encouraged to use this platform for registration.

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COURSE FEES AND GRANTS

Programme Fees

Full Course Fee: $918.00(inclusive of 8% GST)

Nett Fee (after funding)*: $323.00

For Employer-Sponsored Participants

SME: $323.00 Non-SME: $493.00

For Participants eligible for SkillsFuture Mid-Career Enhanced Subsidy:

40 years old and above

(Singapore Citizen only): $323.00

 

For Self Sponsored Participants:

SkillsFuture Credit is applicable for Singapore Citizens aged 25 years old and above only

 

Applicants may use SkillsFuture Credit for this course

Absentees will be charged the full course fee.

REGISTRATION

For Organisations on HRMS Learning Hub, you are strongly encouraged to use this platform for registration.

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