Course Information
EVERYONE CAN CHOOSE TO BE(COME) A CUSTOMER/GUESTEXPERIENCE STAR
A collaboration by Start Reverse and Ngee Ann Polytechnic
About Start Reverse
People are the experience. The experience is the marketing.
At Start Reverse, we are obsessed with customer and guest experiences. Delivering consistently memorable experiences is far from easy. Many companies believe they can deliver great service but customers may ultimately disagree with their assessments after experiencing those services themselves.
Having worked with hundreds of inspiring leaders and winning brands, Start Reverse has developed 2 programs with proven (high) impact:
Experience STARs which helps transform co-workers into Brand Ambassadors and Experience STARs
EPIC Leadership, which helps transform managers into EPIC leaders
Both programs are based on the award-winning Reverse Thinking approach which has been applied by Accor Hotels, Adidas, Calvin Klein, Emaar Hospitality, IKEA, Le Pain Quotidien, Mazda, Microsoft, Radisson Hotels, Tommy, World Hotels and many other brands.
In addition, Start Reverse also facilitate skills trainings in Revenue Optimization and Solution Selling.
After completing the Experience STARs training, you will be fully aware of the importance of customer/guest experience. You will learn to go beyond customer/guest satisfaction and to provide authentic experiences for your customers/guests which are Surprising, Touching, Assisting, and Recognizing. All learnings can be applied in practice the day after this training!
Who is the target audience:
Customer and Guest-facing operational co-workers, supervisors and managers/leaders.
Watch the EXPERIENCE STARS video on our partner’s page:
https://performancesolutions.bbvms.com/p/default/c/3205173.html
Learning Outcomes
• Be(come) more aware of own behavior in relation to customer experience by ‘experience-based’ learning
• Create memorable experiences for customers and go (way) beyond customer satisfaction
• Act with self-confidence, build relationships with others appropriately
• Utilize a variety of approaches in order to remain effective and achieve objectives in various ways and to demonstrate flexibility
• Use communication channels to raise interest, influence opinions or behavior and show compassion and empathy
• Apply humour adequately as a means to getting things done
Course
Schedule
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Course Date: TBC
Application Period: TBC
Duration: 1 day
Time: 9am to 6pm
Delivery Mode: Synchronous e-Learning
Venue: Online
Ngee Ann Polytechnic reserves the right to reschedule / cancel any programme, modify the fees and amend information without prior notice.
Lesson Plan
Certification
Entry Requirements
Course Fees
Funding period for this course is from 16 Dec 2019 to 30 Sep 2024.
SkillsFuture Credit
All Singaporeans aged 25 and above can use their $500 SkillsFuture Credit from the government to pay for a wide range of approved skills-related courses. Visit the SkillsFuture Credit website to choose from the courses available on the Training Exchange course directory.
Union Training Assistance Programme (UTAP)
NTUC members enjoy 50% unfunded course fee support for up to $250 each year (or up to $500 for NTUC members aged 40 years old and above) when you sign up for courses supported under UTAP (Union Training Assistance Programme). Please visit e2i’s website to find out more.
Enhanced Training Support
For enhanced training support, enter SME in the promo code during course application.
Long Term Visit Pass Plus (LTVP+) Holders
Please furnish the following documents to the course administrator to qualify for SSG funding:
Self-sponsored learner (**LTVP+): Copy of your green visit pass card, with the word ‘PLUS’ on the back of the card.
Co-sponsored learner (##LTVP+): Copy of valid and current Letter of Consent (LOC) from MOM
Ngee Ann Polytechnic reserves the right to reschedule/cancel any programme, modify the fees and amend information without prior notice.
(Course fee is payable upon acceptance. It is inclusive of 7% GST and subject to review.)
| Applicants / Eligibility | Fees |
|---|---|
| Full Course Fee | $535.00 |