Managing Service Excellence

Do you manage a service delivery team? Would you like to develop a culture of service excellence in your organisation? If so, this important workshop is for you.

With a range of interactive activities, you will learn about the ‘6 Ds’ of a customer-focused culture and how to link these to your service vision. You will also discover how to manage customer experiences while keeping your team engaged.

Who should attend?

Current or aspiring managers of service delivery teams.


• Understand how to build a culture of service excellence

• Develop a highly motivated and engaged customer service team

• Learn from other high-performing managers and organisations

Course Outline


• Building a culture of service excellence

• The 6D's of creating a customer-focused culture

• Defining service vision

Managing the Customer Experience

• Customers' emotions and your emotional signature

• Creating a customer-centric company

• Case study - Zalora

Managing the Service Team

• Finding the best staff

• Developing engaged and empowered employees

• Case study - Singapore Airlines

Evaluating Service Performance

• Types of service performance measures and their benefits

• Purpose of performance measures

• Using data to improve your service

Course Information

Public Training Dates 2018
February 1-2 August 6-7

Length: 2 days, 9.00 a.m. to 5.00 p.m.

Venue: Professional Development Centre, Toa Payoh

Maximum group size: 16

Course Fees: $908.43 (including GST)