Hands On Training

Transforming Customer Experience: Strategies for Service Industry

Emeritus

Course Features

Duration

2 months

Delivery Method

Online

Available on

Limited Access

Accessibility

Desktop, Laptop

Language

English

Subtitles

English

Level

Advanced

Effort

6 hours per week

Teaching Type

Instructor Paced

Course Description

In today’s service and knowledge-based economies, businesses must constantly find new ways to stand out. In this competitive marketplace, applying a customer-centric approach to managing, and delivering service excellence is critical. However, this effort requires more than relying on customer feedback to showcase your service offerings. It demands the creation of high-quality operations within a high-trust environment, leading to motivated employees who provide exceptional customer service.

In the Transforming Customer Experience: Strategies for Service Industry programme—offered by NUS Business School—you can gain the competencies you need to become a customer-focused business leader capable of delivering more value for your organisation, employees and customers.

Course Overview

Live Class

Human Interaction

Personlized Teaching

International Faculty

Case Based Learning

Post Course Interactions

Case Studies,Industry Exposure

Skills You Will Gain

Prerequisites/Requirements

The programme is designed for professionals from any academic background preferably with 8+ years of work experience

What You Will Learn

Discover service delivery trends, opportunities and challenges

Develop value proposition and positioning to stand out in the competitive marketplace

Learn how technology is used to deliver service excellence

Identify strategies for delivering service excellence cost-efficiently

Apply frameworks and strategies to identify, manage and maintain customers through service delivery and excellence

Target Students

The programme is applicable across all industries—particularly IT Products and Services, Banking and Financial Services, Staffing and Recruiting, Education and Consulting—and benefits those serving in Technological Management, General Management, Operatio

Course Content

Expand all sections

Module 1: Capturing Value in Modern Service Economies

Module 2: Technology in Service: Service Robots, AI and Platform Business Models

Module 3: Managing Customer Loyalty The Wheel of Loyalty

Module 4: Customer Centricity Strategic Complaint Management, Service Recovery and Customer Feedback Systems

Course Instructors

JOCHEN WIRTZ, PH.D.

Professor of Marketing and Vice Dean of MBA Programmes

In addition to serving as Professor of Marketing at the National University of Singapore, Professor Wirtz is also an International Fellow of the Service Research Center at Karlstad University in Swed...