LCSE: LEAD TO CUSTOMER SERVICE EXCELLENCE
LEAD TO CUSTOMER SERVICE EXCELLENCE
Course Duration
Mode of Assessment
Written Assessment, Oral Questioning, Case Study
Who Should Attend
- Individuals holding supervisory or management roles in their organisation and are leading a team or a department or division
- High potential staff of the organisation that is earmarked by management to be part of the management team
Course Overview
Customer expectation has evolved greatly. From a standardised approach to customer care, the idea of one size fits or standardised approach no longer seems adequate. As a senior/lead, the capability to anticipate customer needs early and prepare the staff for servicing is therefore deemed as an essential part of customer excellence. When you can effectively address and close service gaps, you will build loyalty among your employee/staff together, creating a more fulfilled customer experience.
Course Schedule
Next available schedule
Course Objectives
Upon completing this course, participants will be able to:
- Develop knowledge of organisation’s product or service offerings and customer profile
- Analyse gaps between team’s service performance and organisation’s service standards to identify key areas for improvements
- Analyse service performance levels for effectiveness of actions taken
- Implement corrective actions to improve service standards
- Demonstrate the use of coaching techniques to address service performance issues
- Prepare coaching plan for individuals with customer service gaps
- Monitor progress of individual for service excellence
Pre-requisites
The admission requirements are:
- Be able to listen and speak English at a proficiency level equivalent to the Employability Skills System Workplace Literacy Level 3
- Be able to read and speak English at a proficiency level equivalent to the Employability Skills System Workplace Literacy Level 3
- Be able to use Numeracy skills at a proficiency level equivalent to the Employability Skills System Workplace Numeracy Level 3
- Be in the F&B industry with minimum 6 months’ work experience
Course Outline
LU1: Understand Customer Service Excellence
- Understanding Customer Service Excellence in the Digital Age
- Identifying Offerings in the Food Services Industry
LU2: Improve your Customer Experience
- Understanding Customer Profile
- Managing Customer Expectations
- Designing Customer Journey
LU3: Upgrade your Service Process
- Fundamentals of Coaching
- Effective Coaching Techniques
LU4: Managing Service Resource
- Effective Coaching Techniques
Certificate Obtained and Conferred by
- Upon meeting the attendance and assessment(s) criteria, participants will be awarded with a digital Statement of Attainment (SOA), accredited by SkillsFuture Singapore. SOA will be reflected as [code name i.e., FSS-CEX-3040-1.1 Customer Service Excellence].
- Certificate of completion from NTUC LearningHub
Upon meeting at least 75% attendance and passing the assessment(s), participants will receive a Certificate of Completion from NTUC LearningHub.
Additional Details
Medium of Instruction: English
Trainer to trainee ratio: 1:20
Mode of Delivery: Physical class
Price
Course Fee and Government Subsidies |
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Individual Sponsored |
Company Sponsored |
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Non-SME |
SME |
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Before GST |
After GST |
Before GST |
After GST |
Before GST |
After GST |
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Full Course Fee |
$480.00 |
$523.20 |
$480.00 |
$523.20 |
$480.00 |
$523.20 |
For Singapore Citizens aged 39 years and below |
$240.00 |
$283.20 |
$240.00 |
$283.20 |
$144.00 |
$187.20 |
For Singapore Citizens aged 40 years and above |
$144.00 |
$187.20 |
$144.00 |
$187.20 |
$144.00 |
$187.20 |
Funding Eligibility Criteria
Individual Sponsored Trainee |
Company Sponsored Trainee |
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Remarks
Individual Sponsored Trainee |
Company Sponsored Trainee |
SkillsFuture Credit:
UTAP:
PSEA:
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Absentee Payroll (AP) Funding:
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Terms & Conditions apply. NTUC LearningHub reserves the right to make changes or improvements to any of the products described in this document without prior notice.
Prices are subject to other LHUB miscellaneous fees.
Batch ID | Course Period | Course Title | Funding Available |
Duration (Hours) |
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