Moments to Memories

Memorable customer service experience requires an understanding of the diverse needs of customers. Customer service professionals are able to attune themselves to these differences to provide memorable experiences.

This workshop teaches the principles of dealing with service challenges and turning them around to create memorable experiences that customers appreciate.

What you will learn?

Recognise triggers that may lead to potential service challenges

Escalate service challenges according to the organisation’s guidelines

Use service recovery procedures to respond to service challenges


Have an understanding of the organisation’s structure, standard operating procedures, guidelines on customer service, products and service offering

Be able to speak, listen and read English at a proficiency level not lower

In partnership with Capelle

Capelle is a regional organisational development and human resources consulting firm, specialising in Leadership and Service Excellence. Capelle has extensive experience in change management and has practitioners with extensive professional expertise.

* Live Virtual Class *

Who should attend?

Frontline operations staff

Course Methodology

  • Group discussions
  • Role plays
  • Short Lectures
  • Experiential activities
  • Personal reflection
  • Action planning


1 day (8 hours)

Dates Available


1, 2, 3, 13, 14, 17, 21, 23, 27, 28, 30

4, 5, 8, 11, 12, 14, 18, 19 20, 21, 22, 29

Class size

20 - 25 participants


$240 ($24 after 90% SSG subsidy)


Enhanced absentee payroll at 90% of hourly basic salary, capped at $10/hour

Program schedule