Certification in Customer Experience Management
For Food & Beverage and Retail Industry

Developed by the Institute of Service Excellence (ISE) at Singapore Management University (SMU), the Retail Customer Satisfaction Model helps you understand:

  1. how customer experience issues can be measured and modelled for diagnostic purposes;
  2. the potential diagnostic implications for various drivers of customer experience;
  3. the potential consulting interventions that could be used to address these diagnostic issues.

 

More than just good products with a strategic advantage, every business needs its customers to drive its growth. Keeping up with the needs of today’s customers, this training approaches Customer Experience Management using practical tools that will guide how you design an optimal service proposition for your customers.

Highlights of this training

  1. Equip participants to become competent customer experience management practitioner for the F&B industry.
  2. Learn about the science of customer satisfaction, including what drives expectations, satisfaction, and loyalty.
  3. Learn how customer analytics can be developed for diagnostic and consulting purposes.
  4. Develop consulting plans to help companies improve customer experience, satisfaction and loyalty, using customer analytics as a diagnostic tool.
  5. Hands-on practice in the use of a customer analytics and diagnostic tool for consulting.
  6. Assessment of learning (Written Test).
  7. Participants will also be provided with a trial license of SME Analytical Platform (SMEAP) for 3 months which they can use to practice on their own after the course.

Date Duration Modules
21 July 2020 9am to 1230 pm

(3.5 hours)

1.1   Customer Experience Measurement

·      Understand importance of customer experience metrics

·      Introduction to customer experience metrics and survey data collection methods and their limitations

1.2   The Science of Customer Satisfaction

·      Use of statistical models to predict satisfaction and loyalty

·      Introduction to ISE’s Retail Customer Satisfaction Models

·      Understanding and using impact analysis

22 July 2020 9am to 1230 pm

(3.5 hours)

1.3   Learning to Diagnose: Developing a Customer Analytics Tool

·      Understand how customer experience issues can be measured and modelled for diagnostics purposes

·      Understand the process of how an analytics tool is developed for the retail industry

1.4   Learning to Consult Using Customer Analytics

·      Understand the potential diagnostic implications for various driver of Retail customers’ experience

·      Learn about potential consulting interventions that could be used to address the diagnostic issues raised.

23 July 2020 9am to 1230 pm

(3.5 hours)

2.1 Customer Analytics Hands-on Session

·      Learn how to use a customer analytics platform with ISE’s SME Analytics Platform for the Retail industry

·      Hands-on practice using dummy

2.2 Retail Case Study 1

·      Develop a consulting plan for an underperforming retail company

·      Participants will discuss and present solutions in groups

24 July 2020 9am to 1230 pm

(3.5 hours)

2.3 Retail Case Study 2

·      Develop a consulting plan for an underperforming retail company

·      Participants will discuss and present solutions in groups

2.4 Written Certification Test

Duration Modules
9am to 5pm

(8 hours)

1.1 Customer Experience Measurement

· Understand importance of customer experience metrics

· Introduction to customer experience metrics and survey data collection methods and their limitations

1.2 The Science of Customer Satisfaction

· Use of statistical models to predict satisfaction and loyalty

· Introduction to ISE’s F&B Customer Satisfaction Models

· Understanding and using impact analysis

1.3 Learning to Diagnose: Developing a Customer Analytics Tool

· Understand how customer experience issues can be measured and modelled for diagnostics purposes

· Understand the process of how an analytics tool is developed for the F&B industry

1.4 Learning to Consult Using Customer Analytics

· Understand the potential diagnostic implications for various driver of F&B customers’ experience

· Learn about potential consulting interventions that could be used to address the diagnostic issues raised.

9am to 5pm

(8 hours)

2.1 Customer Analytics Hands-on Session

· Learn how to use a customer analytics platform with ISE’s SME Analytics Platform for the F&B industry

· Hands-on practice using dummy

2.2 F&B Case Study Exercise 1: Full Service Restaurants

· Develop a consulting plan for an underperforming full service restaurant

· Participants will discuss and present solutions in groups

2.3 Retail Case Study Exercise 2: Limited Service Restaurants

· Develop a consulting plan for an underperforming limited service restaurant

· Participants will discuss and present solutions in groups

2.4 Written Certification Test

Full programme fee SGD 6,000

SME

Up to 90% funding support by SkillsFuture Singapore

SGD 600^

(before GST)

Non-SME

Up to 70% funding support by SkillsFuture Singapore

SGD 1,800

(before GST)

 

^Note: SMEs pay an upfront of 30% i.e. S$1,800.00 & will be reimbursed remaining 20% i.e. S$1,200.00 after the course via SkillsConnect Portal.

+ Learning Objective
  1. Equip participants to become competent customer experience management practitioner for the F&B industry.
  2. Learn about the science of customer satisfaction, including what drives expectations, satisfaction, and loyalty.
  3. Learn how customer analytics can be developed for diagnostic and consulting purposes.
  4. Develop consulting plans to help companies improve customer experience, satisfaction and loyalty, using customer analytics as a diagnostic tool.
  5. Hands-on practice in the use of a customer analytics and diagnostic tool for consulting.
  6. Assessment of learning (Written Test).
  7. Participants will also be provided with a trial license of SME Analytical Platform (SMEAP) for 3 months which they can use to practice on their own after the course.
+ Upcoming July Run for Retail Industry

Date Duration Modules
21 July 2020 9am to 1230 pm

(3.5 hours)

1.1   Customer Experience Measurement

·      Understand importance of customer experience metrics

·      Introduction to customer experience metrics and survey data collection methods and their limitations

1.2   The Science of Customer Satisfaction

·      Use of statistical models to predict satisfaction and loyalty

·      Introduction to ISE’s Retail Customer Satisfaction Models

·      Understanding and using impact analysis

22 July 2020 9am to 1230 pm

(3.5 hours)

1.3   Learning to Diagnose: Developing a Customer Analytics Tool

·      Understand how customer experience issues can be measured and modelled for diagnostics purposes

·      Understand the process of how an analytics tool is developed for the retail industry

1.4   Learning to Consult Using Customer Analytics

·      Understand the potential diagnostic implications for various driver of Retail customers’ experience

·      Learn about potential consulting interventions that could be used to address the diagnostic issues raised.

23 July 2020 9am to 1230 pm

(3.5 hours)

2.1 Customer Analytics Hands-on Session

·      Learn how to use a customer analytics platform with ISE’s SME Analytics Platform for the Retail industry

·      Hands-on practice using dummy

2.2 Retail Case Study 1

·      Develop a consulting plan for an underperforming retail company

·      Participants will discuss and present solutions in groups

24 July 2020 9am to 1230 pm

(3.5 hours)

2.3 Retail Case Study 2

·      Develop a consulting plan for an underperforming retail company

·      Participants will discuss and present solutions in groups

2.4 Written Certification Test

+ Food and Beverage Industry

Duration Modules
9am to 5pm

(8 hours)

1.1 Customer Experience Measurement

· Understand importance of customer experience metrics

· Introduction to customer experience metrics and survey data collection methods and their limitations

1.2 The Science of Customer Satisfaction

· Use of statistical models to predict satisfaction and loyalty

· Introduction to ISE’s F&B Customer Satisfaction Models

· Understanding and using impact analysis

1.3 Learning to Diagnose: Developing a Customer Analytics Tool

· Understand how customer experience issues can be measured and modelled for diagnostics purposes

· Understand the process of how an analytics tool is developed for the F&B industry

1.4 Learning to Consult Using Customer Analytics

· Understand the potential diagnostic implications for various driver of F&B customers’ experience

· Learn about potential consulting interventions that could be used to address the diagnostic issues raised.

9am to 5pm

(8 hours)

2.1 Customer Analytics Hands-on Session

· Learn how to use a customer analytics platform with ISE’s SME Analytics Platform for the F&B industry

· Hands-on practice using dummy

2.2 F&B Case Study Exercise 1: Full Service Restaurants

· Develop a consulting plan for an underperforming full service restaurant

· Participants will discuss and present solutions in groups

2.3 Retail Case Study Exercise 2: Limited Service Restaurants

· Develop a consulting plan for an underperforming limited service restaurant

· Participants will discuss and present solutions in groups

2.4 Written Certification Test

+ Programme Fees

Full programme fee SGD 6,000

SME

Up to 90% funding support by SkillsFuture Singapore

SGD 600^

(before GST)

Non-SME

Up to 70% funding support by SkillsFuture Singapore

SGD 1,800

(before GST)

 

^Note: SMEs pay an upfront of 30% i.e. S$1,800.00 & will be reimbursed remaining 20% i.e. S$1,200.00 after the course via SkillsConnect Portal.

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