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LSBF Executive Education

Unlock the Psychology of Service Excellence

In a highly competitive retail environment, great service can make or break a business. And great service do not happen by chance but by putting in place plans and initiatives to ensure that the organisation continues to meet and exceed consumer’s ever-increasing expectations.

  • Understanding Emotional Triggers & its impact on Svc Excellence Behavior
  • Understanding the Science of Consumer Behavior
  • Managing Personal Emotional Triggers
  • Managing Customer’s Emotional Triggers
Course Outline
  • Being Positively-Emo and Negatively-Emo
  • Emotion’s Impact on Service Excellence
  • Essential Consumer Economics
  • “Consumer Anthropology”: The Schema of the Consumer
  • X, Y and Z customers
  • Recognizing Emotional Triggers
  • Taking control of your Emotional processes
  • Taking control of the Customer’s Emotional processes
Who Should Attend

Professionals in the Service Industry who want to be more aware of their own emotions as well as managing the customers’.

Course Duration

2 days, 10am – 5pm / 12 hours 

Learning Materials

Hand-outs and recommended text

Certificate of Attendance

A certificate of attendance will be issued to participants who have attended and completed the programme.

Course fee


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Call Us on: +65 6580 7700

Fax Us on: +65 6438 2478

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Opening Hours @ Springleaf Tower
3 Anson Road, Springleaf Tower, #06-01
Singapore 079909

Monday–Friday: 9am–9pm
Saturday, Sunday and PH: Closed

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