STARTS ON

21 December 2021

DURATION

2 Months, Online
4-6 hours per week

PROGRAMME FEES

USD 1,400

*GST payable for Singapore residents
*SkillsFuture subsidies not applicable
info Flexible payment available
info Special group enrolment pricing

What will this Programme do for you?

Here are some of the specific challenges that you will be able to address better after completing this programme:

What will this Programme do for you What will this Programme do for you

Programme Modules

Module 1: Capturing Value in Modern Service Economies

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.

Module 2: Technology in Service: Service Robots, AI & Platform Business Models

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.

Module 3: Managing Customer Loyalty – The Wheel of Loyalty

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.

Module 4: Customer Centricity – Strategic Complaint Management, Service Recovery & Customer Feedback Systems

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.

Module 5: Service Quality – The Gaps Model & Customer Service Process Redesign

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.

Module 6: Three Strategic Pathways to Cost-Effective Service Excellence (Dual Culture Strategy, Focused Services Strategy, OM Strategy and Integration)

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.

Module 7: Productising Services & Branding the Service Experience & Building a World-Class Service Organisation

Discover how to drive improvements using strategies and frameworks on service leadership and how to identify strategies for improving service delivery and the potential pitfalls.

Faculty

Jochen Wirtz, Ph.D.
Jochen Wirtz, Ph.D.
Professor of Marketing and Vice Dean of MBA Programmes

In addition to serving as Professor of Marketing at the National University of Singapore, Professor Wirtz is also an International Fellow of the Service Research Center at Karlstad University in Sweden and an Academic Scholar at the Cornell Institute for Healthy Futures at Cornell University in New York. He was the founding director of the dual degree UCLA – NUS Executive MBA Programme (ranked 4th globally in the Financial Times EMBA 2015 Ranking and 3rd in the EIU 2015 Ranking) from 2002 to 2014...

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Industry Examples

Through real-world examples from multiple industries, you'll see how the theories are put into practice.

Other companies that are included as examples or as use cases in the programme include BMW, Tesla, Raffles Hotel, Wise, Four Seasons Hotel, Changi Airport - Singapore, Lux Hotels & resorts, Zappos etc.

Note: All brand, product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with, endorsement by, or association of any kind between them and programme owners.

Why Enrol for the Programme?

56 Video Lectures

25+ Industry Examples

8 Discussion Boards

8 Weekly Office Hour Sessions

7 Assignments

5 Case Studies

In today’s service and knowledge-based economies, businesses must constantly find new ways to stand out. In this competitive marketplace, applying a customer-centric approach to managing, and delivering service excellence is critical. However, this effort requires more than relying on customer feedback to showcase your service offerings. It demands the creation of high-quality operations within a high-trust environment, leading to motivated employees who provide exceptional customer service.

In the Service Leadership: Customer Value, Excellence and Cost-Effectiveness programme—offered by NUS Business School—you can gain the competencies you need to become a customer-focused business leader capable of delivering more value for your organisation, employees and customers.

93%

of customers are likely to make repeat purchases with companies who offer excellent customer service.

SOURCE: HUBSPOT RESEARCH, 2021

70%

have a more favorable view of brands that offer proactive customer service notifications.

SOURCE: MICROSOFT, 2021

26%

of enterprises and professionals say the value of customer satisfaction is fully defined and tracked.

SOURCE: GLOBAL CUSTOMER EXPERIENCEQ BENCHMARKING REPORT, 2020

Who Is This Programme For?

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

The programme is applicable across all industries—particularly IT Products and Services, Banking and Financial Services, Staffing and Recruiting, Education and Consulting—and benefits those serving in Technological Management, General Management, Operations, Consulting functions and beyond.

This programme is especially helpful for professionals aspiring to:

  • Improve operational efficiency and transform customer experience through digital technology
  • Develop disruptive business models with a service-centred approach
  • Enhance customer engagement and boost conversion rate through integrated marketing automation
  • Leverage customer and employee experiences to achieve business goals
  • Apply best practices for service delivery across industries and enterprises

Certificate

Service Leadership: Customer Value, Excellence and Cost-Effectiveness Programme Certificate

Certificate

Upon successful completion of the programme, participants will be awarded a verified digital certificate by NUS Business School.

Get Certified

*Note: All certificate images are for illustrative purpose only and may be subject to change at the discretion of NUS Business School

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Flexible payment options available. Click here to know more.