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Domain:
Service Delivery; Our Core Competencies
Content Type:
eLearning
Course Code:
ELDCE13
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 who needs to deliver excellence for both external & internal customers (workforce).
Programme Overview
Discover the “behind-the-scenes” secrets of legendary organisations who successfully deliver compelling experiences for both their customers and employees. With these practical tools, you can use existing resources to go beyond just products and services to create an engaging experience that sets you apart as different and better. Be inspired by the best practices of world class public and private sector organisations' experience in delivering a great customer experience by using the '6P' Framework of 'Promise', 'People', 'Place', Processes', Products' and 'Price'.
Whoever your team serves, the interactive exercises in this course will provide solutions to transform your employee and customer experience and lead to successfully accomplishing your organisational goals and mission.
[COMPLIMENTARY MODULE] EXCELLENCE AND YOU
This module provides an important overview of how leadership excellence, employee engagement, and great customer experiences provide for organizational excellence. It’s the formula for putting organizing all of the ideas shared in this curriculum.
This is one of the five eLearning modules of "Lead with Your Customer Foundation Series.
Learning Outcomes
- Apply the '6P' Service Netting Framework to go beyond just products and services to create an engaging experience that sets you apart as different and better
- Understand the best practices in implementing '6Ps' of:
- Promise - What are you offering in terms of your vision and values? Is what you are delivering living up to what you promise?
- People - How are your human resources delivering excellence on the front line and to those who deliver on the front line?
- Place - Physically and virtually, how can you provide the right setting for a superior experience.
- Processes - What are the policies, procedures and rules that make it easier for customers and employees to do business with you.
- Products - What can you do to deliver great products and services to those you are creating a superior experience to?
- Price - What is the tangible and intangible cost of doing business with you. How do you make sure that you deliver a great experience through your People, Place, Processes and Products to ensure that it’s worth the price?
Last updated:
Understand the best practices in implementing '6Ps' of:
- Promise - What are you offering in terms of your vision and values? Is what you are delivering living up to what you promise?
- People - How are your human resources delivering excellence on the front line and to those who deliver on the front line?
- Place - Physically and virtually, how can you provide the right setting for a superior experience.
- Processes - What are the policies, procedures and rules that make it easier for customers and employees to do business with you.
- Products - What can you do to deliver great products and services to those you are creating a superior experience to?
- Price - What is the tangible and intangible cost of doing business with you. How do you make sure that you deliver a great experience through your People, Place, Processes and Products to ensure that it’s worth the price?