Course overview



Course date

03-11-2022 to 04-11-2022



Course type


Course fee

(including 7% GST)

Full Fee with GST : $642.00


SkillsFuture Credit

SkillsFuture Funding

Course Overview

When you go beyond the expectations of your customers and offer an industry-leading experience that truly bowls over them, then such activity is understood as Service Excellence.

In this programme you will be equipped with a service mindset necessary to deliver service excellence. Recognise the typologies of customers to personalise your service approach to go beyond expectations and identify areas of improvements to strengthen customer experience. 

Course benefits

Business Outcomes

Offering excellence in service and customer experience brings the brand to life. Not only will it win new customers, it will build long term customer relationships which will bring the business to the next level.

Participants will be equipped with the know-how in creating excellence in service by adapting their approach to the different customer typologies. Gain confidence in communicating and creating personalised service to go beyond expectations. 

Learning Outcomes

1. Defining a service mindset

2. Recognise and understand the types of customers to go beyond their expectations 

3. Demonstrate customer centric communication skills

4. Using empathy to connect and respond to service challenges

5. Improve positive customer experience with feedback escalation

Course outline


2 days

Course runs

Date Time Venue Registration Closing Date Register
03-11-2022 to
09.00 - 18.00 SIM Management House, 41 Namly Avenue, Singapore 267616 20-10-2022

Who should attend?

Level 1 - Admin & Support
Level 2 - Supervisor, Executive, & Emerging Managers

Programme leader

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.