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Domain:
Service Delivery; Our Core Competencies
Content Type:
eLearning
Course Code:
ELPFC10
Remark:
This e-learning programme is open for registration
throughout the year. It will take place on LEARN Digital Classroom (LEARN DC),
a one-stop space for you to access your
virtual classroom sessions, programme-related online learning materials,
quizzes and assignments, as well as meet your classmates for discussions. You do not need a LEARN account to access this programme.
You will have up to 90 days to complete each
e-learning programme. Thereafter, the access will expire and you will need to
re-register for the e-learning programme to gain access for another 90 days.
Request to withdraw or replace learners for
approved registrations will not be accepted.
Who Should Attend:
You are a Singapore Public Officer in a Service Function with at least one to two years of experience providing public sector services directly to members of the public.
Programme Overview
Take the next step to look at service delivery holistically as a customer service professional! Besides having a strong foundation of knowledge in the work that you do, it is important for you to know what are the elements that will help to promote and sustain excellent customer experience. This programme is developed in partnership with the Institute of Citizen-centred Services (Canada), for you to gain must-have service skills and knowledge on the end-to-end customer journey experience, across channels and over time.
Learning Outcomes
- Acquire knowledge and skills based on the refreshed CARE service principles and adopt more customer-centric approach in service delivery
- Explore different customer segments based on characteristics, behaviours and needs to design services around customer journey and experience
- Explore tools to obtain customer insights and channel-matching strategy to improve service delivery
- Gain insights on must-have skills for service professionals to engage customers and skills to handle conflicts
Last updated:
The self-paced e-learning programme has 5 modules which include:
- Module 1: Learn how to balance the needs of the service recipient and general public good, delivering customer-centred services especially in difficult situations
- Module 2: Discover new ways to meet the needs of different customer segments through learning two common models to understand service recipients. Explore methods on how you can improve your services (customer journey mapping, customer perception points and moments of truth)
- Module 3: Explore different tools to obtain customer insights and listen to voice of customers, as well as matching them to the right channels based on their circumstances, preferences and needs
- Module 4: Learn the must-have service skills to serve a customer well which includes overcoming common communication barriers, skills to handle conflicts, how to react in a service recovery situation and going the extra mile to delight your customers
- Module 5: Align to whole-of-government service CARE principles to deliver a consistent service experience