Achieve your career aspirations in Service Excellence in the age of disruption.

“If we start to focus on ourselves, instead of focusing on our customers, that will be the beginning of the end” Jeff Bezos, CEO, Amazon

Being Adequately Prepared

 
Future-ready Service-oriented Workforce

future-ready Service-oriented Workforce

Digitalisation & Big Data

Digitalisation & Big Data

Rise of Artificial Intelligence & Internet of Things

Rise of Artificial Intelligence & Internet of Things

Making the Headlines in Singapore

 

SINGAPORE NOT WHERE IT WANTS TO BE YET FOR SERVICE CULTURE

As quoted from PM Lee, on Straits Times,
18 May 2015

NOT ENOUGH SOFT SKILLS IN SINGAPORE WORKFORCE

TODAYonline article published on 1 Nov 2016

SHORTAGE OF SKILLS NOT JOBS,
A THREAT TO SINGAPORE

Message from the Manpower Minister, 3 May 2017, TODAYonline

START YOUR JOURNEY

 
Advanced Certificate in Service Excellence & Innovation

ADVANCED DIPLOMA in Service Excellence

Completion of both the Advanced Certificate in Service Excellence and Innovation (ACSEI) and Advanced Certificate in Strategy and Management (ACSSM) will lead to the award of the Advanced Diploma in Service Excellence.

Participants can choose to complete all six (6) modules listed in the specific Advanced Certificate; or five (5) modules from the specific Advanced Certificates with an option to replace one (1) module from the other Advanced Certificate. For both certifications, an assessment will be administered at the end of the 6th module. Participants will need to pass the assessment in order to be awarded the certificate(s) and SMU digital badge/ credential. 

The timeframe to complete either certificate, and the Advanced Diploma in Service Excellence is three (3) years. 

The following programmes are currently available for open enrolment:

 

To build a culture of service centricity across the organisation, the champion of change has to come from the top. 

The strength and resilience of an organisation lies in the collective engagement of its people in the current world of change.


Develop your organisation’s ability to deeply understand how your customers think, behave, share, desire and consume. 

Organisations need to think entrepreneurially today, to survive the increasing speed at which complexity, interconnectedness, globalisation and change shift the business landscape. 
 


Businesses, on the trajectory of growth, will find themselves confronted with the need to ensure that vision is not only bought into, but effectively and purposefully operationalised into action plans and work streams across the organisation.

Equip organisations with the knowledge and skills needed to transform data into useful insights for quality service delivery, improve customers’ perceived value, and advance business outcomes.

Understand customer analytical tools in today’s competitive climate in customer acquisition and retention. 

 

Preparing organisations to effectively manage their reputation in the event of a crisis or a service lapse.

 

The market landscape is more competitive and complicated than ever before. To attract loyal customers to your services and products, customer-driven strategies are essential.

With organisations allocating ever more resources in their strategies and channels, a critical stage to determine whether a deal is clinched is the manner in which the negotiation and communication process were handled.


Brands are becoming ever more important in the digital and analogue landscapes - as arbiters of cultural change or status symbols.

 

With websites, influencers and social media, ways of reaching out to consumers in the digital arena have multiplied in recent years. 

Yet, many brands use analogue language and formats which they simply adapt for online platforms, thus falling short of expected engagement.

Choosing ISE

 
Blended Experiential Learning

Blended Experiential Learning

Our 2-day programme combine lectures, case studies, group discussions, and interactive activities to deepen participants’ understanding of the subject and are facilitated by faculty whom are specialists in the subject matter. 

Optimised Teaching Ratio

Optimised Teaching Ratio

Our programmes are conducted in an intimate size, to facilitate in-depth conversations and active engagement.

Networking Opportunities

Networking Opportunities

Our participants come from many different industries, bringing diverse experience into your network.

Conducive Out-of-office Environment

Conducive Out-of-office Environment

Our programmes are held in a centralised hotel with lunch and tea-breaks provided. Complimentary parking coupons are also available upon request.

Readily Subsided Fees

Readily Subsidised Fees

Maximum funding of up to 90% of course fees available.

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Obtain Digital Creditials

ISE will issue participants with our digital credential as a validated indicator of accomplishment, skill, quality, or interest that can be earned in many learning environments so that you can display your competencies across the web and with your CVs. 

OUR FACILITATORS

 
MS Janice Armstrong

MS Janice Armstrong

Adjunct Faculty
Singapore Management University

PROF JÖRG DIETZEL

PROF JÖRG DIETZEL

Chairman & CEO

Jörg Dietzel Group
 

Prof Geng Xuesong

PROF GENG XUESONG

Associate Professor of Strategic Management
Singapore Management University

Dr Uwe Kaufmann

DR UWE KAUFMANN

Affiliate Faculty
Singapore Management University

Mr Tony Lai

MR TONY LAI

Affiliate Adjunct
Singapore Management University

Ms Jin Moller

MS JIN MOLLER

Vice President, Group Customer Experience
OCBC Bank

Prof Michael Netzley

PROF MICHAEL NETZLEY

PhD
University of Minnesota

Ms Julia Phillpot

MS JULIA PHILLPOT

Management Consultant and Leadership Coach

Prof Roh Sungjong

PROF ROH SUNGJONG

Assistant Professor of Corporate Communication
Singapore Management University

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DR VANESSA SAN

Leadership Consultant
Talent Plus ®

Ms Deon Senturk

MS DEON SENTURK

Director of Asia Pacific Business Strategy & Development
Talent Plus ®