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Create Customer Experience

Recognise your customers' needs and concerns, display personalised service as well as create value services to delight customers. 1 of 3 required modules for the Tourist Guide Training Programme

Module Content

  1. Recognise Customer's Needs and Concerns
    • Organisational service culture and service values 
    • Organisational practice in greeting customers 
    • Customs and traditions of different cultures
    • Effective communication techniques 
  2. Display Personalised Service
    • Organisational service delivery procedures and policies 
    • Types of customer confidential information 
    • Steps to ensure confidentiality and security of customer database    
  3. Create Value Services to Delight Customer
    • Five levels of customer service 
    • Organisational guidelines for handling problems related to services
    • Organisational Service Promise 

Methodology

Lessons are conducted in a structured yet pragmatic manner as lectures are blended with group discussions, presentations and case studies. The group discussions give participants the opportunities to share their experience while the presentations & case studies help the practice and application of concepts and approaches learned through the course.

Learning Outcomes

  • Organisational service culture and service values 
  • Organisational practice in greeting customers 
  • Customs and traditions of different cultures
  • Effective communication techniques
  • Organisational service delivery procedures and policies 
  • Types of customer confidential information 
  • Steps to ensure confidentiality and security of customer database
  • Five levels of customer service 
  • Organisational guidelines for handling problems related to services
  • Organisational Service Promise                                                             

Target Participants:

Learners are assumed to have basic knowledge of tourism industry and organizational product and services.

This module is designed primarily for the training of individuals who aspire to become licensed Tourist Guides (TG).

It may also be relevant for the training of personnel who are required to conduct tour in the course of their work including: - Attraction Host - Concierge - Customer Service Executive - Event Host - Inbound Tour Co-ordinator - Outbound Tour Co-ordinator - Marketing Executive - Passenger Service Executive - Premium Lounge Executive - Sales Executive - Ticketing Agent - Tour Co-ordinator - Visitor Guide/Tour Leader - Tram/Cruise/Bus Driver - Visitor Centre Executive

Medium of Instruction:

English

Total Training Hours: 22 hours 

Participants should ideally also be:

  • Age 21 years or above
  • Medically fit
  • Possess a secondary education (GCE ‘O’ level or equivalent) with the following language proficiency:
    - GCE ‘O’ Level Certificate with a minimum Grade B4 in English; or
    - WSQ WPL Level 6 in English language
  • Basic computer skills

Assessment and Certification

Participants who achieve 75% attendance and pass the end-of-course assessment will be awarded the Statement of Attainment

Course Schedule

UPCOMING DATES:

22nd March 2023

TIME:

06:45 pm to 09:45pm

Mode of Delivery:

Classroom Learning

UPCOMING DATES:

Mid-May 2023

TIME:

09:00am to 01:00pm

Mode of Delivery:

Classroom Learning

Total Training Hours: 22 hours
Registration Closing Date: 7 days before course commencement

Course Fees

  Singapore Citizens (21-39 Yrs Old)
& Permanent Residents (21 & above)
SG Citizens ≥ 40Yrs /
SME Sponsored
Full Course Fees (incl. 7% GST) $438.70 $438.70
Training Grant $205.00 $287.00
Amount Payable (incl. 7% GST) $233.70 $151.70

Prices shown are not inclusive of application fee and/or any other additional fees that may be stipulated.

Course fees can be offset by using your SkillsFuture Credit!
UTAP - Get up to 50% Nett Course Fee support as an NTUC Member!

 

  Classroom & Asynchronous Training
TGS Code TGS-2022014157
Course Support Period 16th Jun 2022 to 15 Jun 2024

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