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Capability Development for Service Excellence

With rising customer expectations, organisations should look beyond service fundamentals, typically characterised by Greet-Smile-Thank, and adopt a customer-centric mindset. This allows you to gain a deeper understanding of customer needs and their buying decision processes across the various touch points in order to improve overall customer experience.

Supportable Activities

SMEs in the service industries (e.g. food & beverage, retail, healthcare and transport) can embark on projects in one or more of the following areas:

  • Understanding of customer needs and/or journey (e.g. customer journey mapping)
  • Service process redesign
  • Service gap analysis and benchmarking
  • Building a service innovation culture (e.g. ideating through a structured framework)
  • Adoption of technological solutions to gather customer insights (e.g. data analytics solutions)
  • Preparation for Singapore Quality Class with Service certification

Non-supportable Activities

The following activities/cost items are not supportable under the CDG as they are considered to be operational in nature and not exclusive to capability development projects:

  • Incentives for mystery shoppers and customer survey respondents
  • All Testing and Certification fees (except S-Class or relevant BE Certification fee)
  • Travel and living expenses for foreign consultants

Please click here for more details.


Last Updated on : 24 Jan 2018