Course overview



Course date

01-11-2022 to 01-11-2022



Course type


Course fee

(including 7% GST)

Full Fee with GST : $695.50


SkillsFuture Credit

SkillsFuture Funding

Course Overview

The journey of building a strong customer-centric culture must begin with the commitment of the senior leadership team (e.g., C-suite, senior management, executive board members). An important place to start is the articulation of a service strategy, which includes the philosophy and principles (a set of ideas/promises that guides customer interaction delivery). This programme is designed to help the SLT jump start the process of co-creating a Service Strategy, which will serve as a “North Star” to guide and motivate the employees to deliver the company’s brand experience. 

Course benefits

Business Outcomes

The process of co-creating a service strategy builds commitment of the senior leadership members towards a shared service vision. With strong sponsorship form the top, it will help guide managers and employees make the right customer decisions that happen every day. Having a compelling service strategy also inspires staff to go the extra mile for the organisation.

Learning Outcomes

1. Branding Your Experience and Experiencing Your Brand

2. Defining and Designing Your Customer Experience

3. Developing the Culture that Enables Service Excellence

Course outline

• Aligning your brand experience to your brand promise 

• Listening to the voice of your customers

• Understanding the customer experience that drives loyalty

• Co-creating the service strategy as a team

• Operationalising the service philosophy and principles

• Assessing the internal culture to deliver the desired customer experience

• Aligning the commitment of the senior leadership team for change 


1 day

Course runs

Date Time Venue Registration Closing Date Register
01-11-2022 to
09.00 - 18.00 SIM Management House, 41 Namly Avenue, Singapore 267616 18-10-2022

Who should attend?

Level 3 - New Managers
Level 4 - Managers
Level 5 - Senior Managers & Directors
Level 6 - C-Suite

Programme leader

Yeow Chern Han has 25 Years of experience in organisation development consulting and training. As a coaching and facilitator, he has help implemented successful corporate transformation initiative through intervention such as business review and planning, change management, team building, team coaching, executive coaching and leadership development training. His experience spans across diverse industries such as automotive, healthcare, pharmaceutical, electronic manufacturing and government agencies. 

He is an expert facilitator and personally coaches both senior management and staff on areas such as strategic implementation, culture development, strategic planning, customer experience, leadership development and change management. He has worked in Singapore, China, India, Hong Kong, Malaysia and Australia. The focus of his work are working one on one with business leaders, designing OD interventions and facilitating workshops with senior leadership team/board members for the purpose of implementing their transformation strategies.

Course fee

Programme Fee Amount (including 7% GST) Remarks
Full Fee with GST $695.50 -

Programme Fees

Full Course Fee: $695.50(inclusive of 7% GST)

Nett Fee (after funding)*: $240.50

For Employer-Sponsored Participants

SME: $240.50 Non-SME: $370.50

For Participants eligible for SkillsFuture Mid-Career Enhanced Subsidy:

40 years old and above

(Singapore Citizen only): $240.50

For Self Sponsored Participants:

SkillsFuture Credit is applicable for Singapore Citizens aged 25 years old and above only

Inclusive of 7% GST (GST is based on Full Course Fee)

No further discounts will be applicable if using the SFC to pay for the programme fees.

*Terms and conditions apply

Programme Executive In Charge : Grace Tan

Telephone number : 62489414 | 62466746

Email :

Non-members are welcome to sign up for SIM membership to enjoy the discounted rate.

To register for the programmes now, select the preferred programme run-dates below through the register icon.