Managing Stakeholder Expectations (Mandarin) (Classroom & Asynchronous e-learning)
About This Course
The aim of the course is to equip the professionals, managers and executives (PMEs) who are
currently working or those intending to make a career switch to the Business Travel, Meetings,
Incentives, Conventions and Exhibitions (BTMICE) industry with in-depth knowledge in delivering
service excellence in alignment to the organisation’s vision, mission and values. The course also
equips learners the knowledge and abilities in choosing appropriate strategies and methods to
promote a customer-centre environment within the organisation to achieve service excellence when
managing Venue Operations.
What You'll Learn
operationalise as well as to align the team’s performance standard to the organisation’s • select the
appropriate service design tool to translate the organisation’s vision, mission and values into
desired customer experience to achieve service excellence • choose the appropriate strategies to
promote a customer centric environment within the organisation to achieve service excellence •
select and apply the appropriate method to influence team performance to achieve service
excellence • apply various methods to analyse the performance of the team and to identify areas of
improvement to achieve service excellence
Entry Requirements
1) Above 21 years of age and have at least 2 years of work experience in supervisory or leadership position.
2) Able to speak, listen, read and write Mandarin at a proficiency of GCE ‘N’ or Hanban BCT (A) score not lower than 241 or BCT (B) score of not lower than 121.