Transforming Enterprises Module 1: Experience (English & Mandarin)
- Innovation & Business Improvement
This programme is conducted on-campus.
3 days
Weekdays (9am - 6pm)
Singapore Management University
Who Should Attend
- Business owners, management and key personnel
- Anyone who wishes to gain a comprehensive coverage of the key areas driving the growth and transformation of enterprises
Programme Requirements
Literacy in English as a Language Medium
Attendee is required to possess basic literacy to read and understand spoken English. Mandarin interpretation will be provided to those who require assistance to comprehend key concepts upon request and subject to availability.
Commitment to Participation and Submit Progress Updates
The Programme requires a high level of commitment from attendees in the participation of activities during on-site sessions and submission of progress updates after the workshops. A report on Punctuality and overall Attendance of learners will be submitted to the sponsoring Enterprise.
Interview to Determine Suitability for the Programme
The programme reserves the right to accept only those who demonstrate a strong desire to learn and progress. Interviews on the reason for attending the programme may be conducted to assess the suitability of applicants.
Overview
All businesses should develop their ability to understand how their customers think, behave, share, desire and consume. Beginning with the customer is a process that allows for strategy, planning, product development and service models to generate innovative new approaches.
Customer experience is a key differentiator to attract and retain more customers in a world where products become increasingly homogeneous. The EXPERIENCE module will up the game for service providers to deliver exceptional service to the customer by triggering and evoking positive emotions via the development of Standard Emotional Procedure (SEP).
This module is available on a standalone basis.
This Programme is a collaboration between SMU Academy, a Champion in Lifelong Learning and Universal Stage, a Consultancy-based Training Firm to offer practical, industry-relevant and impactful content to drive Transformative Performance for Growing Enterprises.
ABOUT UNIVERSAL STAGE
Universal Stage is a result-oriented consultancy and integrative learning firm founded to provide enterprises and learners with holistic solutions that work. We are the stage for transformative growth via the deployment of business-centric management consulting and consultancy-based training programmes for progressive enterprises who wish to create business value and learners who want to realise the higher potential in their work and life.
It is our mission to strive with our customers to question existing approaches and provide transformative solutions that are able to increase business, work and personal value in a sustainable manner. Our core values are evolved around people collaborations so that we can leverage the collective efforts of every stakeholder whom we work with. Our firm is a platform where we work hand in hand with bosses, management, operations, employees and learners to jointly take on complex issues and emerge victorious together – Our Motto: It's better with US.
What sets us apart is our commitment to being hands-on with bosses and their management team in achieving success for some of the most challenging consulting projects in the industry. Our ability in transferring the deep insights gained from the execution of the complex consulting cases into transferrable training programmes has empowered us to share our experiences with an exponential number of learners. Harnessing both our consultancy expertise and training capabilities, we are able to infuse the key essence of both strengths to provide a truly comprehensive and integrative solution for our customers.
For more than a decade, we have continued to stay true to our promise of being result-oriented by shying away from one-sized fits all consulting methodology and standard market training curriculum and persisted in investing our efforts in new, bold and customised solutions that work.
Learning Objectives
At the end of the 3-day module, participants will be able to:
- Understand the interplay of service and the various emotions experienced by customers
- Design and map a detailed customer service journey that is filled with fun and excitement
- Deploy stimulus at trigger points to evoke emotions to drive repeat purchases
- Retain premium customers by entrenching high-value propositions in the mind of customers
Assessment
CERTIFICATION
Upon meeting the attendance and assessment criteria, participants will be awarded a digital certificate for participating in each module. Please refer to our course policies to view the attendance and assessment criteria.
Upon completion of all modules required for this programme within a maximum duration of 2 years, participants will be awarded a digital certificate.
Calculate Programme Fee
Fee Table
| COMPANY-SPONSORED | |||
|
PARTICIPANT PROFILE |
SELF-SPONSORED |
SME |
NON-SME |
|
Singapore Citizen < 40 years old Permanent Resident LTVP+
|
$981 (After SSG Funding 70%) |
$381 (After SSG Funding 70% |
$981 (After SSG Funding 70%) |
|
Singapore Citizen ≥ 40 years old |
$381 (After SSG Funding 70% |
$381 (After SSG Funding 70% |
$381 (After SSG Funding 70% |
|
International Participant |
$3,270 (No Funding) |
$3,270 (No Funding) |
$3,270 (No Funding) |
All prices include 9% GST
Please note that the programme fees are subject to change without prior notice.
Post Secondary Education Account (PSEA)
PSEA can be utilised for subsidised programmes eligible for SkillsFuture Credit support. Click here to find out more.
Self Sponsored
SkillsFuture Credit
Singapore Citizens aged 25 and above may use their SkillsFuture Credits to pay for the course fees. The credits may be used on top of existing course fee funding.
This is only applicable to self-sponsored participants. Application to utilise SkillsFuture Credits can be submitted when making payment for the course via the SMU Academy TMS Portal, and can only be made within 60 days of course start date.
Please click here for more information on the SkillsFuture Credit. For help in submitting an SFC claim, you may wish to refer to our step-by-step guide on claiming SkillsFuture Credits (Individual).Workfare Skills Support Scheme
From 1 July 2023, the Workfare Skills Support (WSS) scheme has been enhanced. Please click here for more details.
Employer Sponsored
Enhanced Training Support for SMEs (ETSS)
- Organisation must be registered or incorporated in Singapore
- Employment size of not more than 200 or with annual sales turnover of not more than $100 million
- Trainees must be hired in accordance with the Employment Act and fully sponsored by their employers for the course
- Trainees must be Singapore Citizens or Singapore Permanent Residents
- Trainees must not be a full-time national serviceman
- Trainees are eligible for ETSS funding only if their company's SME status is approved prior to the course commencement date. To verify your SME's status, please click here.
Please click here for more information on ETSS.
Absentee Payroll
Employers who sponsor their employees for the course may apply for Absentee Payroll here. For more information, please refer to:
AP Guide (Non-SME Companies)
Declaration Guide (SME Companies)
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