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Overview
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.
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
- StartingApplication deadline not specified.
- StartingApplication deadline not specified.
Language
English
Delivered
On Campus
Campus Location
- Singapore, Singapore
Disciplines
Business Administration View 13 other Short Courses in Business Administration in SingaporeWhat students do after studying
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Academic 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
- Attendees should have a basic understanding of customer service or have worked in a customer facing role.
Technological requirements
- Attendees have to bring along their own laptop
Student Insurance via Studyportals Partner
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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.
Tuition Fees
Tuition fees are shown in and the most likely applicable fee is shown based on your nationality.
-
International Applies to you
Applies to youNon-residents700 SGD / full≈ 700 SGD / full -
Domestic Applies to you
Applies to youCitizens or residents700 SGD / full≈ 700 SGD / full
Living costs
Singapore
Singapore
1878 - 3880 SGD / month
The living costs include the total expenses per month, covering accommodation, public transportation, utilities (electricity, internet), books and groceries.
Funding
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