TRANSFORMING MOMENTS INTO MEMORIES SERVICE 101 (CUSTOMER SERVICE EXCELLENCE L1)

TRANSFORMING MOMENTS INTO MEMORIES SERVICE 101 (CUSTOMER SERVICE EXCELLENCE L1)

POPULAR Funded

Course Duration

8.0 hr(s)

Mode of Assessment

Written Assessment, Case Study

Who Should Attend

Individuals keen to develop a career within the Food Services sector, Frontline Service Staff in the Food Services sector

Course Overview

The food services sector is facing an unprecedented shift in the post-COVID world with regards to the way customers like to receive their services in their dining experiences. Customers now expect to have value enhancement in their engagement with service providers. Value enhancement means a new, targeted and integrated approach to meeting customers’ needs and expectations through a hybrid approach in this Digital Age. The course will utilise simplified formalised “easy-to-understand” frameworks, models, techniques and processes to help learners recognize the changing expectations in customer service, relate and anticipate customer needs and help discover ways to create a memorable experiences for customers.

Course Schedule

Next available schedule

Course Objectives

By looking at fundamental challenges faced by frontline service staff, this programme seeks to bridge these performance / competency gaps by empowering frontline service staff to:

  1. Recognize the changing expectations in Customer Service due to Digitalization
  2. Relate to the customer journey and anticipate the needs and expectations of the customer
  3. Identify the key factors of exemplary staff who is able to provide value enhancement in their customer service
  4. Discover the different ways participants can transform moments into memories so that customers can have a memorable customer journey

Pre-requisites

Learners are expected to be:

  • Above 18 years old
  • Possess at least a GCE ‘O’ Levels or equivalent or
  • Employability Skills Workforce Skills Qualifications (ES WSQ) Workplace Literacy (WPL) and Workplace Numeracy (WPN) at Level
  • Be able to read, write and speak in English (WLPN Level 4 and above)

Course Outline

  • LU1: Understanding Changing Expectations of Digital Savvy Customers
  • LU2: Creating the Customer Journey
  • LU3: Developing Proactive Customer Engagement and Experience
  • LU4: Transforming Moments into Memories

Certificate Obtained and Conferred by

Statement of Attainment (SOA) from SkillsFuture Singapore (SSG)

Additional Details

Additional Details

Instructor-Led Class, Trainer: Trainee Ratio is 1: 20

Price

NTUC LHUB must receive payment by 31st December 2023 (8% GST applies)
[You are encouraged to make payment ahead of time]

  

Individual Sponsored 

Company Sponsored 

 

Non-SME 

SME 

Before GST 

With GST 

Before GST 

With GST 

Before GST 

With GST 

For foreigners and all others who are not eligible for subsidies in the next two categories below (Full Course Fee)

$280.00

$302.40

$280.00

$302.40

$280.00

$302.40

For Singapore Citizens & PRs:
(a) individually-sponsored trainees aged 21-39 years
(b) company-sponsored trainees aged 39 years & below

$140.00

$162.40

$140.00

$162.40

$84.00

$106.40

For Singapore Citizens aged 40 years and above

$84.00

$106.40

$84.00

$106.40

$84.00

$106.40

Payments received by NTUC LHUB from 1st January 2024 (9% GST applies)

  

Individual Sponsored 

Company Sponsored 

 

Non-SME 

SME 

Before GST 

With GST 

Before GST 

With GST 

Before GST 

With GST 

For foreigners and all others who are not eligible for subsidies in the next two categories below (Full Course Fee)

$280.00

$305.20

$280.00

$305.20

$280.00

$305.20

For Singapore Citizens & PRs:
(a) individually-sponsored trainees aged 21-39 years
(b) company-sponsored trainees aged 39 years & below

$140.00

$165.20

$140.00

$165.20

$84.00

$109.20

For Singapore Citizens aged 40 years and above

$84.00

$109.20

$84.00

$109.20

$84.00

$109.20

Funding Eligibility Criteria:

Individual Sponsored Trainee

Company Sponsored Trainee

  • Singapore Citizens or Singapore Permanent Residents
  • From 1 October 2023, attendance-taking for SkillsFuture Singapore's (SSG) funded courses must be done digitally via the Singpass App. This applies to both physical and synchronous e-learning courses

  • Trainee must achieve at least 75% attendance
  • Trainee must pass all prescribed tests / assessments, and attain 100% competency
  • NTUC LearningHub reserves the right to claw back the funded amount from trainee if he/she did not meet the eligibility criteria
  • Singapore Citizens or Singapore Permanent Residents
  • From 1 October 2023, attendance-taking for SkillsFuture Singapore's (SSG) funded courses must be done digitally via the Singpass App. This applies to both physical and synchronous e-learning courses

  • Trainee must achieve at least 75% attendance
  • Trainee must pass all prescribed tests / assessments, and attain 100% competency
  • NTUC LearningHub reserves the right to claw back the funded amount from the employer if trainee did not meet the eligibility criteria

Remarks:

Individual Sponsored Trainee 

Company Sponsored Trainee 

SkillsFuture Credit: 

  • Eligible Singapore Citizens can use their SkillsFuture Credit to offset course fee payable after funding.

UTAP: 

  • This course is eligible for Union Training Assistance Programme (UTAP).
  • NTUC members can enjoy up to 50% funding (capped at $250 per year) under UTAP. 

PSEA: 

  • To check for Post-Secondary Education Account (PSEA) eligibility for this course, visit:
    (a) 
    SkillsFuture (TGS-2022014911) for Face-to-Face class
  • Scroll down to “Keyword Tags” to verify for PSEA eligibility. 
  • If there is “PSEA” under keyword tags, the course is eligible for PSEA.  
  • And if there is no “PSEA” under keyword tags, the course is ineligible for PSEA. 
  • Not all courses are eligible for PSEA funding.

Absentee Payroll (AP) Funding: 

  • $4.50 per hour, capped at $100,000 per enterprise per calendar year.
  • AP funding will be computed based on the actual number of training hours attended by the trainee.
  • Note: Courses / Modules under Professional Conversion Programme (PCP) will not be eligible for AP funding claim. 

 

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