SERVICE LEADERSHIP: CUSTOMER VALUE, EXCELLENCE AND COST-EFFECTIVENESS

Overview

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.

Course Information

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

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.

Develop - value proposition and positioning to stand out in the competitive marketplace.
Learn - how technology is used to deliver service excellence
Apply - frameworks and strategies to identify, manage and maintain customers through service delivery and excellence
Identify - strategies for delivering service excellence cost-efficiently
Discover - service delivery trends, opportunities and challenges

56 Video Lectures
8 Discussion Boards
8 Weekly Office Hour Sessions
7 Assignments
5 Case Studies

Industry Discussion Boards
Discussion threads have been set up to enable peer-to-peer interaction and networking. During these discussions, class
participants can share ideas, opinions, research, and current events with their peers as they discuss how current trends
will impact various industry sectors.