Course overview



Course date

24-11-2022 to 25-11-2022



Course type


Course fee

(including 7% GST)

Full Fee with GST : $642.00


SkillsFuture Credit

SkillsFuture Funding

Course Overview

In today’s connected world, customers expect and demand easy access to accurate information. And to do that, they want the answer they need immediately. With a strong customer service knowledge base, organizations will be more nimble to meet customers’ expectations and to deliver a positive customer experience.

This programme will give you the know-how to build an effective customer service knowledge base and provide ways to leverage on it.

Course benefits

Business Outcome

Participants will be gain knowledge and skills from using key elements to build a sound customer service knowledge base. Understand the importance of a knowledge base to optimize on their customer experience interaction, an emerging strategy to raise your competitive advantage.

Learning Outcome

1.      Know the difference between customer experience management and customer relationship management

2.      Create content and categorise information

3.      Demonstrate ways to effectively use knowledge base

4.      Analyse key industry trends in customer service knowledge base management

As part of the training and learning during this course, photography and/or video recording of participants in action will be done. 

Course outline

1.      What is CEM

2.      Pillars to customer experience management

3.      Content creation & classifying information in the customer service knowledge base

4.      Analyse customer service knowledge base

5.      Leveraging your customer service knowledge base

6.      Trends in knowledge base management

7.      Adhering to PDPA


2 days

Course runs

Date Time Venue Registration Closing Date Register
24-11-2022 to
09.00 - 18.00 SIM Management House, 41 Namly Avenue, Singapore 267616 10-11-2022

Who should attend?

Level 2 - Supervisor, Executive, & Emerging Managers
Level 3 - New Managers
Level 4 - Managers

Programme leader

Ms Jenna Oh has diverse experience in both multinational corporations and small enterprise. She has a rich and broad experience in the retail industry where she succeeded in leading several transversal positions in business and human capital development. An action orientated self-starter, she has lived and worked in an international environment. Her career started in boutique management where she learnt the ropes of being an entrepreneur and how to motivate a team to achieve the commercial objectives. Intrigued by broader business strategy, she assumed a role in regional marketing for APAC. Jenna enhanced her business acumen in retail management and CRM with a leading luxury house. Her passion for people led her to diversify her capability in learning and development. Due to her versatility & drive, she was nominated to be the head of human resources for SEA & Oceania. Jenna was a member of the Regional Exco where she served as a trusted advisor to the senior management team.

Throughout her career Jenna has mentored and coached leaders from various functions and levels.

Currently an independent Talent Development and Leadership Coach, Jenna provides bespoke learning and organisational development services to individuals as well as organizations. Her clients include the social services enterprise, tertiary institutions, SMEs and MNCs. 

Course fee

Programme Fee Amount (including 7% GST) Remarks
Full Fee with GST $642.00 -

Programme Fees

Full Course Fee: $642.00(inclusive of 7% GST)

Nett Fee (after funding)*: $222.00

For Employer-Sponsored Participants:

SME: $222.00 Non-SME: $342.00

For Participants eligible for SkillsFuture Mid-Career Enhanced Subsidy:

40 years old and above

(Singapore Citizen only): $222.00

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)

*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.