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School of Hospitality (SOH)

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customer-experience 

Service Quality and Customer Experience

We offer courses focused on enhancing service quality, customer satisfaction and loyalty. Our courses delve into the psychology of consumer behaviour, teaching you how to anticipate and exceed customer expectations as well as improve standards of service quality.  

Short Courses

Customer Experience 4.0

 1 day


  Intermediate

Keeping customers at the centre of all company initiatives is the core of every business. In this 1-day course, you will have an overview of customer service and customer experience, and also get the chance to plan a customer experience strategy for your organisation.

Customer Journey Mapping (CJM) Fundamentals

 1 day


  Intermediate

Discover how to use customer journey map to understand customer behaviours, actions and emotional motivations across different touch-points of your business through this hands-on 1-day course.

Digitalising your Customer Experience

 1 day


  Beginner

Do you wish to understand your customers so as to create a great customer experience? This short course is designed to raise consciousness of the role of digital technology used in today’s business and how it has impacted traditional human processes.

Digital Customer Experience: Fundamentals of Contact Centre Operations

 1 day


  Beginner

Customer experience and engagement through the contact centre is increasingly important especially as more and more consumers transact online and through digital channels. Discover the magic behind good customer experience as this course prepares you for a career in contact centres, and broaden your knowledge about this industry.

CXDesign-Ready

 3 days


  Intermediate

Do you wish to improve your customer experience design and discover ways to attract, retain and grow the relationship with your valued customer? This course will help you better appreciate customer experience design and be exposed to data-driven customer journey mapping.

SD (Service Design)-Ready

 3 days


  Intermediate

Learn to be equipped with the skills and knowledge to improve your service processes by leveraging a service blueprint through this programme.

Quality Visitor Experience through Immersive Technologies

 1 day


  Beginner

Level-up your visitors' experience by learning how immersive technologies can enable the creation of unique experiences, beyond sight and sound in this 1-day course.

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