SIM Professional Development and Enterprise Learning

Deliver Desired Customer Experience

Course Level

Early Career

Course Duration

2 Days  


Customer Service / Receptionists


SkillsFuture Credit

Course Introduction

In a crowded marketplace today, consumers have more choices than ever before. The COVID-19 pandemic and rise of social media platforms have led to dramatic shifts in consumer behavior. Retailers will need to pivot their business strategy to an outside-in approach, creating experiences from the lens of consumers to win and remain relevant. This is a customer experience transformational programme that breaks down your barrier to achieve a customer centric environment.

Who is this Course for?

Level 1 - Admin & Support
Level 2 - Supervisor, Executive, & Emerging Managers

Course Outline

- Build a culture of service excellence and learn about the importance of customer centricity and ‘Why’ CX (customer experience) matters
- Learn benefits of championing desired service experience
- Learn about the ‘Circle of Influence’ to take personal ownership in delivering service outcomes
- Learn and appreciate the making of a service professional's ‘Appearance, Behavior, Communication’ to create a positive and lasting first impression
- Engage in service initiatives that creates exceptional CX
- Manage challenges to identify service challenges and closing the gap
- Adopt ‘CLEAR’ approach to effectively manage and overcome challenges
- Practice overcoming challenges by using tools and techniques discussed

Course dates:
18 - 19 April 2022
12 - 13 July 2022
11 - 12 October 2022


Full Course Fee (excl GST): SGD 850

Full Course Fee with GST: SGD 0909.50

Fee SG Citizen Aged 21-39 or SG PR aged 21 & above (incl GST): SGD 484.5

Fee SG Citizen aged 40 & above (incl GST): SGD 314.5

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