Curating Customer Experiences
TGS-2022015346
FSS-CEX-1040-1.1
Mode of Study:
In-person delivery
Duration:
32 Hours (4 days)
Course Timing:
Day 1 to Day 4: 9am to 6pm
Available Intakes:
Please click here for course dates.
Registration closes 2 weeks before course commencement.
Venue:
Shatec Institutes Pte Ltd,
21 Bukit Batok Street 22, Singapore 659589
OR
CLASS@SHATEC, Orchard
1 Orchard Spring Ln, Level 5, Singapore 247729
Important Notice:
From 1 October 2023, participants who are attending SkillsFuture Singapore (SSG)'s funded courses must take their attendance digitally via the Singpass App for attendance-taking for both physical classroom and synchronous e-learning courses.
To ensure seamlessness of attendance-taking, participants are encouraged to download the Singpass App on their mobile phones (with a camera) or tablets (with a camera) and set up their Singpass accounts (if this was not done previously) before their respective courses start.
Participants are to bring their devices with the installed Singpass App for each session.
Course Description
The hospitality industry thrives on customer service. A better understanding of customers' needs is key to effective communication and improving customers’ satisfaction level.
This course provides you with the skills and knowledge to curate a positive customer experience.
Who Should Attend
This course is suitable for new entrants to the industry or existing customer service crew who wish to improve their customer service skills.
Course Objectives
By the end of the course, you will be able to follow guidelines to provide positive customer service to a diverse range of customers through effective communication with customers, understanding their expectations and being able to go-the-extra-miles to deliver their services.
Course Structure
Methodology
Theory, case studies and role-plays
Assessment
You must attain a minimum of 75% attendance in order to be eligible for the assessment.
Certificate
Upon successful completion of the course, you will receive a WSQ Statement of Attainment (SOA) in ‘Customer Service Excellence-1’ issued by SkillsFuture Singapore (SSG).
Course Outline
The course covers the following contents:
- Identify types of customers and triggers in the service environment
- Understand customer needs and expectations
- Describe qualities and characteristics of a service professional
- Understand the importance of go-the-extra-mile for service to oneself and the organisation
- Apply methods to exceed customer expectations
- Apply principles of effective communication
- Apply methods to escalate areas of improvement and service challenges through proper escalation channels
- Apply methods to project a professional image and persona
Course Fees
Course Fee wef 1 Jan 2023
|
Self-Sponsored/ 7Non-SME |
6, 7SME |
|
|
Full Course Fee incl. 8% GST |
S$ 622.08 |
S$ 622.08 |
|
1, 2, 4, 5, 7Nett Course Fee Payable after SSG Grant, incl. GST (Singaporeans/PRs/Long Term Visit Pass Plus Holders ≥ 21 years old) |
S$ 186.62 |
S$ 71.42 |
|
3, 4, 7Nett Course Fee Payable after MES Grant, incl. GST (Singaporeans ≥ 40 years old) |
S$ 71.42 |
S$ 71.42 |
|
6Absentee Payroll |
Absentee Payroll rate at S$4.50 per hour, capped at S$100,000 per enterprise per calendar year |
|
* In accordance with the Budget 2022 announcement, the GST rate will be increased from:
(i) 7% to 8% with effect from 1 Jan 2023; and
(ii) 8% to 9% with effect from 1 Jan 2024.
- 8% GST will apply to full payments received by SHATEC from 1 January 2023 onwards.
- Full payments received by SHATEC before 1 January 2023 will have no adjustment to the 7% GST.
Please refer to https://www.iras.gov.sg/ for more information on the GST rate change.
1Singaporeans and Singapore PRs, aged 21 and above, will be eligible for up to 70% SSG funding. Funding is subjected to SSG’s prevailing corporate policies and final approval.
2Singaporeans may also utilize available funds within their Post-Secondary Education Account (PSEA) or SkillsFuture Credits (where applicable) to offset total net course fee payable. All Singaporeans aged 25 and above can use their S$ 500 SkillsFuture Credit from the government to pay for a wide range of approved skills-related courses. Visit the SkillsFuture Credit website www.skillsfuture.sg/credit to choose from the courses available on the SkillsFuture Credit course directory.
3The SkillsFuture Mid-Career Enhanced Subsidy (MES) is for Singaporeans aged 40 years old and above.
5Training support will be extended to Long Term Visit Pass Plus (LTVP+) Holders with effect from 1 October 2021. The LTVP+ scheme applies to lawful foreign spouses of Singapore Citizens (SCs) with (i) at least one SC child or are expecting one from the marriage, or at least three years of marriage, and (ii) where the SC sponsor is able to support the family. LTVP+ holders will be identified with their green visit pass cards, with the word ‘PLUS’ on the back of the card.
6SME companies are required to log-in to Enterprise Portal for Jobs and Skills to update their SME status if they have not done so. All companies will be notified to log in to the portal to declare monthly salary and hours worked per week in order to receive Absentee Payroll.
7Companies and individuals are liable for the full course fee in the event that the SSG funding and subsidy are not approved.
8Class commencement is subjected to minimum class size met. Public holidays are excluded, where applicable
9 Eligible companies can offset the additional out-of-pocket expenses with the SkillsFuture Enterprise Credit (SFEC). Please refer to https://www.enterprisejobskills.gov.sg/content/upgrade-skills/sfec.html for more information.
Payment Mode
The following payment modes are available:
- SkillsFuture Credit
- Bank Transfer
- PayNow
- Credit Card
- Internet Banking
- PSEA
SHATEC Institutes Pte Ltd (UEN: 198301550C) is an appointed CET Centre by SkillsFuture Singapore (SSG) for courses supported by SkillsFuture Credits (SFC) / funded by SSG. The funding support period for Curating Customer Experiences (TGS-2022015346) is 29 Aug 2022 to 31 May 2025.
Contact Details
Contact Number:
6415 3504 / 514 / 561 / 590
Email Address:
cet@shatec.sg
Registration
For Self-Sponsored
For Company-Sponsored
Email cet@shatec.sg for registration.
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