Overview
What you will study
In today’s service and knowledge-based economies, businesses must constantly find new ways to stand out. In this competitive marketplace, applying a customer-centric approach to managing, and delivering service excellence is critical. However, this effort requires more than relying on customer feedback to showcase your service offerings. It demands the creation of high-quality operations within a high-trust environment, leading to motivated employees who provide exceptional customer service.
Here are some of the specific challenges that you will be able to address better after completing the Transforming Customer Experience - Strategies for Service Industry program offered by Emeritus Institute of Management :
- Discover service delivery trends, opportunities and challenges
- Develop value proposition and positioning to stand out in the competitive marketplace
- Learn how technology is used to deliver service excellence
- Identify strategies for delivering service excellence cost-efficiently
- Apply frameworks and strategies to identify, manage and maintain customers through service delivery and excellence
Programme Structure
The program focuses on:- Capturing Value in Modern Service Economies
- Technology in Service: Service Robots, AI & Platform Business Models
- Managing Customer Loyalty – The Wheel of Loyalty
- Customer Centricity – Strategic Complaint Management, Service Recovery & Customer Feedback Systems
- Service Quality – The Gaps Model & Customer Service Process Redesign
- Three Strategic Pathways to Cost-Effective Service Excellence (Dual Culture Strategy, Focused Services Strategy, OM Strategy and Integration)
- Productising Services & Branding the Service Experience & Building a World-Class Service Organisation
Key information
Duration
- Part-time
- 2 months
Start dates & application deadlines
We did our best, but couldn't find the next application deadline and start date information online.
More details
TBD
Language
English
Delivered
Online
Disciplines
Strategic Management View 10 other Short Courses in Strategic Management 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.
Other requirements
General requirements
- The programme is designed for professionals from any academic background preferably with 8+ years of work experience.
Work experience
- 8+ years of work experience.
Tuition Fee
Fees to be determined
Funding
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