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Domain:
Service Delivery; Our Core Competencies
Content Type:
eLearning
Course Code:
ELLCF13
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 is keen on Service Excellence.
Programme Overview
Organisations known for legendary customer engagement use special tools to go beyond merely knowing about their customers to truly understanding them.
When facing business challenges, many world class organisations understand that the most effective and fastest turnaround plan starts with really understanding people beyond the one-dimensional customer data.
In this programme, you will receive the proven tools used by Fortune 500 companies and World Class public sector organisations to help your team to truly engage those you serve and earn loyalty during difficult times.
Here we’ve bundled all five programmes in the series together to offer you the most comprehensive approach to improving the customer experience, all the while providing the greatest value. You benefit by getting the most comprehensive approach for improving the customer experience.
This bundle includes the following five eLearning programmes:
- Reading the Compass of Customers (ELRCC13)
- Delivering What Customers Value (ELDCV13)
- Delivering A Great Customer Experience (ELDCE13)
- Soft-wiring For A Customer-centred Service Culture (ELSCC13)
- Winning Compliance (ELWWC13)
[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.
Learning Outcomes
- Apply concepts to build a common direction and standards of behaviour that translate to consistently high levels of efficiencies as well as increased employee/customer engagement
- Gain insights into practical tools used by leading public and private sector organisations that look at developing a compelling Service Vision, Values and Behaviours
- Apply '6P' Service Netting Framework [6P: Promise, People, Place, Processes, Products and Price] to go beyond just products and services to create an engaging experience that sets you apart as different and better
- Gain insights on best practices in "soft-wiring" approaches to build a customer-centred service culture
- Analyse "soft-wiring" approaches used by world class organisations and create a "soft-wiring" implementation plan for your organisation to build a customer-centred service culture
- Apply the R.U.L.E.S. framework for winning compliance through use of world-class case studies and interactive exercises to help you to build your own plan for winning compliance
Last updated:
- Reading the Compass of Customers by World Class Benchmarking (ELRCC13)
- Delivering a Great Customer Experience by World Class Benchmarking (ELDCE13)
- Delivering What Customers Value by World Class Benchmarking (ELDCV13)
- Soft-wiring for a Customer-centred Service Culture by World Class Benchmarking (ELSCC13)
- Winning Compliance by World Class Benchmarking (ELWWC13)