Managing Service Excellence

Do you manage service delivery teams? Do your teams provide a service to internal or external customers? Would you like to develop your professional skills in managing service delivery teams?

Who should attend?

The programme is aimed at managers of service delivery teams


• Improve your Customer Experience and tailor it to your organisation’s goals

• Establish better-motivated, happier customer service teams

• Learn from other high-performing managers and organisations

• Assess service performance measures

• Learn how data can be used effectively to improve service

Learning Objectives

• How to build a culture of service excellence

• How to manage the Customer Experience by focusing on customers' emotions

• How to find the best staff and keep them engaged

• How to evaluate service performance and improve it

Course Outline


• Building a culture of service excellence

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

• Examples of service vision definitions

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 service

Course Information

Public Training Dates 2016  
February 4-5 April 28-29 June 9-10
August 11-12 October 24-25  

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)