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Quick Facts

Medium Of Instructions	Mode Of Learning	Mode Of Delivery
English	Self Study, Virtual Classroom	Video and Text Based

Course Overview

The Transforming Customer Experience: Strategies for Service Industry online course is designed to equip professionals with the essential skills and knowledge to excel in today's service-driven economies. This Transforming Customer Experience: Strategies for Service Industry certification by Emeritus is ideal for individuals from diverse backgrounds who seek to improve operational efficiency, boost customer satisfaction, and drive business growth through exceptional customer service.

Throughout the Transforming Customer Experience: Strategies for Service Industry certification course, participants will delve into crucial aspects of customer experience management, exploring customer behaviour, service innovation, and digital marketing strategies tailored to the service industry. Real-world examples from renowned companies like Starbucks, Amazon, Singapore Airlines, and others illustrate successful customer experience practices that participants can apply in their organisations.

Led by experienced industry professionals and expert academicians at the NUS Business School, the programme's modules blend online and in-person sessions to offer flexibility for working professionals. Engaging with fellow participants on industry discussion boards and collaborating on case studies and real-world projects further enriches the learning experience.

The Highlights

Approx. Months To Complete
Certification By the NUS Business School
Free 2-Months Access to Emeritus Insights
Case Studies

Programme Offerings

Certification
video lecture
Industry Example
Discussion Board
Weekly Office Hour Session
Assignment
case study

Courses and Certificate Fees

Certificate Availability	Certificate Providing Authority
yes	NUS Business School, Singapore

The Transforming Customer Experience: Strategies for Service Industry certification fees amount to USD 1,400 + GST.

Transforming Customer Experience: Strategies for Service Industry Fee Structure

Particulars	Fee
Transforming Customer Experience: Strategies for Service Industry Certification Fees	USD 1,400 + GST

Eligibility Criteria

Work Experience

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

Certification Qualifying Details

After successfully finishing this Transforming Customer Experience: Strategies for Service Industry training, participants are awarded a verified digital certificate by NUS Business School.

What you will learn

During Transforming Customer Experience: Strategies for Service Industry classes, participants will be able to:

Develop a customer-focused mindset and lead with a customer-centric approach.
Design and implement service delivery strategies to enhance customer experience.
Utilise digital technologies to improve operational efficiency and service quality.
Analyse and leverage customer and employee data to drive informed business decisions.
Foster a culture of continuous improvement in service excellence.

Who it is for

Business Development ExecutiveCustomer Service ManagerClient Service ManagerBusiness Development Manager

The Transforming Customer Experience: Strategies for Service Industry certification syllabus is designed for individuals in specific career options or professions, including:

Admission Details

Follow the steps below to join the online course.

Step 1- Click on the link below: https://nusbsee.emeritus.org/strategies-for-service-industry

Step 2- Click on the “Apply Now” button.

Step 3- Fill in the basic details and then submit the form.

Step 4- A representative will contact you to begin the process of enrolment.

The Syllabus

Explore the challenges of scaling successful service brands and businesses, macro trends in modern service economies, solutions that make service the core value proposition of a business, and how to analyse activities in the business that help capture value in the service economy.

Examine how technology is used to deliver service, the impact of platform business models in service delivery, issues and challenges faced by platform ecosystems, and how to analyse the competitive advantages and disadvantages of platform businesses.

Gain a deeper understanding of the profit of businesses from long-term customer loyalty, the distinction between customer satisfaction and loyalty, implications of customer tiering/segmenting on the acquisition and retention of customers, and strategies for maintaining customer loyalty.

Learn how to use customer service strategies to put a positive spin on customer complaints, leverage customer feedback to drive organisational learning, illustrate a proactive and cost-effective service recovery approach, what to consider when designing customer feedback systems, and how service recovery can be used to drive business objectives.

Explore the dimensions of service quality that affect customer loyalty, how the Gaps Model is used to explain service quality shortfalls, the right level of investment in delivering service quality, why service process redesign is important, tools to redesign service processes, the impact of process redesign on customers and staff, and the nine steps in redesigning the customer service process.

Build your knowledge of the three pathways towards cost-effective service excellence, the dual culture/dual focus pathway in delivering cost-effective service excellence, the focused service factory pathway in delivering cost-effective service excellence, and the operations management strategy pathway in delivering cost-effective service excellence.

Discover how to drive improvements using strategies and frameworks on Transforming Customer Experience: Strategies for Service Industry and how to identify strategies for improving service delivery and the potential pitfalls.

Instructors

NUS Business School, Singapore Frequently Asked Questions (FAQ's)

1: Who is this Transforming Customer Experience: Strategies for Service Industry online course suitable for?

This course is ideal for professionals from various industries, especially those in leadership or managerial roles, seeking to enhance customer experience, service delivery, and business growth.

2: What academic background is required to enrol in the Transforming Customer Experience: Strategies for Service Industry online certification course?

Participants from any academic background are welcome to join. However, it is preferable to have at least a bachelor's degree and 8+ years of work experience, including 3 years in a leadership role.

3: How long is the course?

The course duration varies based on the format chosen. The full-time programme typically spans 4 to 6 week

4: What topics will be covered in the course?

The course covers essential topics like customer experience management, service innovation, digital marketing, service quality, and business model innovation, among others.

5: How is the course delivered?

The course is delivered through a mix of online and in-person sessions, providing flexibility for busy professionals.