About Course
Course Structure
Entry Requirements
Financial Matters
About Course
Course Objectives
Design Thinking – Transforming Corporate Problem SolvingSense making in a Data-driven Era
Cutting-edge Customer Service
Course Description
The future of work requires organisations and business to prioritise customer centricity for business success. The Certificate in ‘Designing for Customer Centricity in the Future Workplace’ aims to equip learners with creative, computational thinking and customer service skills to deliver effective customer-centric service.Trainer's Profile
Peter Phan
Peter Phan holds a MSc (Human Resource Development) University of Manchester and a BSc Hons (Management) University of London. The professional certification Peter holds includes being a LUMA Institute certified Instructor of Human-Centered Design, a certified Neuro Linguistic Programming (NLP) Master Practitioner and an Emotional Intelligence (EQ) Trainer. He is also a certified Enneagram Profiling Trainer, a Language and Behaviour (LAB) Profiling Practitioner and a Behavioural Analysis Consultant (DISC).Professionally, Peter is an appointed Mediator at the Community Mediation Centre, Ministry of Law. He is also an Associate Facilitator at aAdvantage Consulting Pte Ltd.
As a professional facilitator, trainer and training consultant with more than 20 years of training, facilitation and consultancy experience, Peter specialises in a diverse range of soft skill programmes in areas such as leadership, teambuilding, emotional intelligence, mediation and negotiation skills, creativity, design thinking, behavioural profiling tool and neuro-linguistic programming. He has always been working with participants of multi-racial, multi-disciplinary, diverse backgrounds and age groups from both private, public and grassroots sectors.
Peter is currently a full-time Senior Academic Manager/ Senior Lecturer with Ngee Ann Polytechnic, School of Interdisciplinary Studies that specialises in personal development, people management, innovation, and design thinking modules for both the full-time students as well as part-time CET mature students.
Yong Kam Seng
Yong Kam Seng holds a Master in Education and a BSc in Mechanical Engineering.Kam Seng’s area of expertise are in Customer Service and Service Management.
Before joining Ngee Ann Polytechnic, Kam Seng conducted undercover evaluations of customer service interactions to identify areas for improvement and ensure adherence to brand standards. He developed and implemented customer journey maps to visualise the customer experience, pinpoint pain points, and enhance customer satisfaction at every touchpoint. Kam Seng effectively managed customer complaints by actively listening, empathising with concerns, promptly resolving issues, and followed up to ensure customer satisfaction. He oversees various aspects of service delivery, including process improvement, employee training, and performance evaluation, to optimise service quality and customer satisfaction.
Kam Seng is a lecturer in Ngee Ann Polytechnic for more than 35 years. He teaches different modules such Innovation Make Possible, Service Management, Project Management, Customer Service, Service Innovation, Organisation Effective, Effective Management and Human Resources Management in the CET and PET space.
Course Structure
TPG course reference No.
TGS-2022012591
(SCTP) [Customer Experience Innovation] (Classroom, Synchronous & Asynchronous e-learning)
Learners will also learn the LUMA system of innovation, using real-world scenarios for hands-on learning of each method’s activities and techniques to help their team identify the right problems to solve and design solutions that people want and need.
Entry Requirements
Condition 1
Highest qualification
Post-Secondary (Non-Tertiary): General & Vocational; Nitec or
Condition 2
Highest qualification
Secondary; GCE O LEVEL; CompletedFinancial matters
Course fees payable (incl. GST & excl. supplementary fee)
| Description | (SCTP) [Customer Experience Innovation] (Classroom, Synchronous & Asynchronous e-learning) | Total course fee |
|---|---|---|
| Full Course fee | $9,720.00 | $9,720.00 |
| Additional course fee funding support | $666.00 | $666.00 |
| SkillsFuture Mid-Career Enhanced Subsidy | $1,116.00 | $1,116.00 |
| SkillsFuture Baseline Funding for Singapore Citizen aged below 40 | $2,916.00 | $2,916.00 |
| SkillsFuture Baseline Funding for SPR | $2,916.00 | $2,916.00 |
GST rate
The course fees payable above are inclusive of 8% GST rate.
Payment option
The first payment needs to be made after accepting the offer.
Allowed payment by
The course fee allows to be paid by:
Post-Secondary Education Account (Adhoc withdrawal form);
Post-Secondary Education Account (Standing order form);
SkillsFuture Credits (SFC);
Credit card (e-payment);
Debit card (e-payment);
PayNow (e-payment).
Post-Secondary Education Account (Adhoc withdrawal form);
Post-Secondary Education Account (Standing order form);
SkillsFuture Credits (SFC);
Credit card (e-payment);
Debit card (e-payment);
PayNow (e-payment).
Refund and withdrawal policy
- Please note that a 100% refund will be given if the withdrawal request is submitted more than or equal to 14 days before the course start date.
- Please note that a 50% refund will be given if the withdrawal request is submitted less than 14 days before the course start date.
- Please note that no refund will be given if the withdrawal request is submitted on or after the course start date.