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Overview
What you will study
The Customer Service Excellence course offered by Singapore University of Social Sciences will deal with service process and design. The use of technology, like big data and Artificial Intelligence, will be discussed. We should not lose sight that the customers are real human not artificial. The dangers and pitfalls of excessive use of technology and checklists will be discussed. The human touch remains vital for good customer service. Handling of difficult customers vis-à-vis satisfied loyal customers will also be discussed in the workshop.
Learning Outcomes:
- Appreciate the essence and ethos of excellence customer service
- Knowing your customers and their pain points
- Cultivating a solution-based customer service culture
- Designing and managing a service process
- Handling complaints and difficult situations
- Retaining customers
Programme Structure
The program focuses on:
- Understanding customer service excellence
- Knowing your customers and their pain points
- Building a culture of empathy and caring for better customer solutions (a service culture)
- Building customer trust and loyalty
- Loyal customer to be treated better
- Rewarding loyal customers vs rewarding complaining customers
- Loyal vs new customers
- Designing and managing service process
- Appreciating that a sale is the beginning of a relationship not the end
- Knowing that customers are humans not a data
- Being aware of pitfalls of technology and checklists in customer service
- Handling complaints and service recovery
- Being aware of rewarding unsatisfied customers over loyal customers
- Being aware of encouraging complaints to be the new norm
- Dealing with unreasonable customers
- Rewarding good customer service
Key information
Duration
- Full-time
- 1 days
Start dates & application deadlines
- Starting
- Apply before
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Language
English
Delivered
On Campus
Disciplines
Business Administration View 43 other Short Courses in Business Administration in SingaporeAcademic requirements
We are not aware of any specific GRE, GMAT or GPA grading score requirements for this programme.
English requirements
We are not aware of any English requirements for this programme.
Student insurance
Make sure to cover your health, travel, and stay while studying abroad. Even global coverages can miss important items, so make sure your student insurance ticks all the following:
- Additional medical costs (i.e. dental)
- Repatriation, if something happens to you or your family
- Liability
- Home contents and baggage
- Accidents
- Legal aid
We partnered with Aon to provide you with the best affordable student insurance, for a carefree experience away from home.
Get your student insurance nowStarting from €0.53/day, free cancellation any time.
Remember, countries and universities may have specific insurance requirements. To learn more about how student insurance work at Singapore University of Social Sciences and/or in Singapore, please visit Student Insurance Portal.
Other requirements
General requirements
- Attendees should have a basic understanding of customer service or have worked in a customer facing role.
Work experience
- worked in a customer facing role.
Technological requirements
- Attendees have to bring along their own laptop
Tuition Fee
To always see correct tuition fees
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International
700 SGD/fullTuition FeeBased on the tuition of 700 SGD for the full programme during 1 days. -
National
700 SGD/fullTuition FeeBased on the tuition of 700 SGD for the full programme during 1 days.
Living costs for Singapore
1878 - 3880 SGD /month
Living costs
The living costs include the total expenses per month, covering accommodation, public transportation, utilities (electricity, internet), books and groceries.
Funding
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