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Course ID: TGS-2024048810
Date: 6 July 2026
Duration: 1 day
Level: Intermediate
Venue: Singapore University of Social Sciences

 

Synopsis

This executive programme reframes customer service as a lever for competitive advantage, rather than merely a frontline or operational function. Participants will develop a clear understanding of how customer service (CS) functions as a subset of customer experience (CX) strategy, and how excellence in service delivery can create substantial and sustainable business value.

The programme equips leaders with the ability to understand customers beyond their articulated needs, enabling them to uncover latent expectations and hidden pain points across multiple touchpoints. Drawing on real-world cases from luxury, travel, technology, financial services, and hospitality, the programme explores service excellence as a driver of customer loyalty, positive word-of-mouth, and long-term profitability. Participants will examine how leading organisations design and innovate customer service across products, processes, and organisational culture to deliver consistent, high-value customer experiences. A balanced perspective is also adopted to critically examine cost implications of service excellence, recognising that superior service often entails higher investments and trade-offs.

Other key topics include the economics and role of leadership in service excellence, service recovery, and the strategic deployment of technology and AI in service delivery. Through both cutting-edge research and real-world cases, this programme provides participants with actionable frameworks to evaluate and prioritise service investments in line with brand positioning and long-term business strategy.

 

 

Topics

  • Understanding customer service excellence.
  • Customer service (CS) excellence as a subset of customer experience (CX).
  • Knowing customers and their pain points.
  • Designing and managing service processes.
  • Service recovery and the economics of customer service.
  • Building an organisational culture of service.

 


Learning Outcomes

At the end of the course, participants should be able to:

  • Appreciate the essence and ethos of excellent customer service.
  • Know customers and their pain points.
  • Design a solution-based customer service culture.
  • Design and manage a service process.
  • Handle complaints and difficult situations.
  • Effectively retain customers. 

 

 

Assessments

  • Class activities
  • Short quiz

 

 

Requirements

  • Attendees should have a basic understanding of customer service or have worked in a customer facing role
  • Attendees have to bring along their own laptop


 

Application Procedures

Please submit the following documents to [email protected]:

  1. Coloured copy (back and front) of NRIC for Singaporeans and PRs, or "Employment"/"S" Pass for foreign applicant
  2. Application form

 

 

Course Fee

Course Fee for $700

1 Mid-Career Enhanced Subsidy: Singaporeans aged 40 and above may enjoy subsidies up to 90% of the course fees.
2 Enhanced Training Support for SMEs: SME-sponsored employees (Singaporean Citizens and PRs) aged 21 and above may enjoy subsidies up to 90% of the course fees.

  • Participants are required to achieve at least 75% attendance and pass any prescribed examinations/assessments or submit any course/project work (if any) under the course requirement.
  • Participants are required to complete all surveys and feedbacks related to the course.
  • The course fees are reviewed annually and may be revised. The University reserves the right to adjust the course fees without prior notice.
  • Singapore University of Social Sciences reserves the right to amend and/or revise the above schedule without prior notice.

For the various payment modes, please refer here.

 

Course Withdrawal and Refund

Request for withdrawal from a course must be submitted to SUSS Academy formally in writing.

  • Course Withdrawal before Application Close Date: No charges.
  • Course Withdrawal after course confirmation: 50% of the full course fee with an administration fee imposed.
  • Course Withdrawal after the course commences: Full course fee applies.

 

For clarification, please contact the SUSS Academy via the following:

Telephone: +65 6248 0263
Email: [email protected]