Do your customers feel welcomed the moment they step through your door?

Are your people equipped to read and respond to customer cues?

How do you transform ordinary service encounters to memorable moments?

Turn customer encounters into enchanted experiences

Every great story begins with a memorable first encounter. The way your people look, speak, and carry themselves sets the scene for the customer’s entire journey with your brand. Service professionals who know how to create an enchanting first impression and go the extra mile are your most powerful brand ambassadors.

Through our interactive programme, your team learns to identify different customer personalities, trace the customer journey, and communicate with the professionalism and empathy that turns first-time visitors into loyal patrons. Your people step out of training ready to make every customer feel like royalty.

MAGIC: MAKE A GREAT IMPRESSION ON CUSTOMERS
COURSE OUTLINE FOR 1-DAY TRAINING PROGRAMME

UNVEILING THE CUSTOMER’S MAGIC KINGDOM

  1. Evaluate the importance of service innovation to the organisation
  • Identify different fairy-tale archetypes of customers, such as the Dreamer, Explorer, Nurturer and Shopper
  • Analyse how their motivations and expectations shape their magical journey
  1. Get set to create magic and avoid tragic moments
  • Trace the customer journey to identify key touchpoints
  • Anticipate triggers and dimensions of unmet expectations that can ruin the magical service experience
  • Unveil secret spells to activate exceptional service moments before any unhappiness arise

CASTING THE SPELLS OF FIRST IMPRESSIONS

  1. Consult the Magic Mirror to be the fairest of them all
  • Polish your professional image for an enchanting first impression that delights customers from their first encounter
  • Conduct Magic Mirror’s head-to-toe review of your dressing and grooming before you step out of the door
  1. Wave your wand to engage with appropriate body language
  • Practise non-verbal communication and body language that exudes warmth, professionalism and approachability
  • Meet and greet with an appreciation of cultural differences and practices

MASTERING THE ART OF ENCHANTED COMMUNICATION

  1. Harness the power of spoken charm
  • Mind your language and manners to exude your charisma
  • Choose words to create a magical dialogue that fosters trust, clarity and positive rapport
  1. Listen with fairy-tale attention
  • Listen actively and empathically to uncover the customer’s needs, desires and expectations
  • Engage in keen observation to hear what is not said

SPREADING THE PIXIE DUST FOR GEMS AND IMPROVEMENTS

  1. Go-the-Extra-Mile for Service beyond the castle gate
  • Embrace the spirit of initiative to exceed expectations with GEMS of magical surprises and thoughtful gestures
  • Turn woes into wishes by transforming challenges into opportunities to create memorable experiences
  1. Embrace feedback as a magical gift for improvement
  • Gaze into the crystal ball of feedback to improve and enhance service delivery
  • Implement strategies to effectively respond to feedback and continuously elevate the customer experience

TAKE ACTION CHALLENGE – YOUR ACTION PLAN AND INSPIRATION FOR TRANSFORMATION

COURSE FEES

SkillsFuture Accredited – Eligible for Training Grant, Absentee Payroll & Use of SkillsFuture Credit/Enterprise Credit

Funding validity from 14 Jun 2025 to 21 Oct 2026

Our MAGIC: Make A Great Impression on Customers training programme is SkillsFuture-accredited and eligible for various training subsidies. Thus, the actual fee payable is mostly dependent on the company’s incorporation type in Singapore (SME/non-SME). Other factors that affect the final fee include GST-registration status, and the nationality, age and salary range of training participants.

As this is an SSG-funded programme, Singapore Citizen and Singapore Permanent Resident learners must record their attendance electronically via the SingPass app, meet a minimum attendance of 75% of the training hours, and pass the competency-based assessments to successfully complete the course and qualify for funding. Absentee Payroll is a grant for Singapore-registered companies (excluding government entities) to defray manpower cost, capped at $100,000 p.a. Excluded from our invoice for course fees, employers have to endorse their employees’ details in the Enterprise Portal for Jobs & Skills (EPJS) after their course completion to facilitate funding disbursement.

Please click on one of the 3 tabs below to review the relevant fees.

Participant’s Profile Singapore Citizen
>= 40 years		 Singapore Citizen
21-39 years /
S’pore PR >= 21 years		 Non-Singapore
Citizen/PR
(Foreigner)
Full Course Fee (incl 9% GST) $327.00 $327.00 $327.00
Less: SSG Training Grant – $210.00 – $150.00 N.A.
Amount Payable (incl GST) $117.00 $117.00 $327.00
Less: Absentee Payroll – $31.50 – $31.50 N.A.
Net Training Investment (excl GST) $58.50 $118.50 $300.00
Participant’s Profile Singapore Citizen
>= 40 years		 Singapore Citizen
21-39 years /
S’pore PR >= 21 years		 Non-Singapore
Citizen/PR
(Foreigner)
Full Course Fee (incl 9% GST) $327.00 $327.00 $327.00
Less: SSG Training Grant – $210.00 – $150.00 N.A.
Amount Payable (incl GST) $117.00 $177.00 $327.00
Less: Absentee Payroll – $31.50 – $31.50 N.A.
Net Training Investment (excl GST) $58.50 $118.50 $300.00
Participant’s Profile Singapore Citizen
>= 40 years		 Singapore Citizen
21-39 years /
S’pore PR >= 21 years		 Non-Singapore
Citizen/PR
(Foreigner)
Full Course Fee (incl 9% GST) $327.00 $327.00 $327.00
Less: SSG Training Grant – $210.00 – $150.00 N.A.
Amount Payable (incl GST) $117.00 $177.00 $381.50

IN-HOUSE CORPORATE CLASS

Planning to organise one or more corporate training run(s) for your team? You may wish to discuss the following with us:

  • Class Size

    Our minimum class size is 12 participants per class. Should your group be smaller than this, do consider our open enrolment classes. For optimal learning, we tend to limit our class size to 25 participants as well. If your team has any other specific needs, we are happy to make special arrangements too. Let us know what you expect the final enrolment numbers to be.

  • Participant Profile

    What are the job roles of the participants? How experienced are they in customer service and how involved are they in problem-solving? Generally, having learners with similar profiles helps us to choose application scenarios that are more relevant and relatable. It also allows us to conduct the training at a level that is more comfortable for all learners. On the other hand, enrolling participants from different backgrounds allows for a more dynamic learning environment. The training session would also be a great place to share ideas across departments or offer team bonding opportunities.

  • Training Contextualisation

    Are there specific concerns that should be emphasised through the training? Or would there be scenario examples that you would like our trainers to address in class? Let’s discuss your preferences in view of these contexts.

  • Training Venue

    Do you plan to hold the training at your organisation’s premises or at an external training venue?

  • Proposed Schedule

    When are you planning to schedule the training run(s)? Lastly, are there specific days of the week or month that works better for your team? Likewise, are there black-out dates that we should avoid?

OPEN-ENROLMENT PUBLIC CLASS

Thinking of enrolling yourself, colleagues or friends for our public run classes? The following information may come in handy:

  • Company-sponsored

    If you are enrolling yourself or your colleagues as company-sponsored training participants, simply let us know and we will take care of the Training Grant and Absentee Payroll applications under SkillsFuture SG. There is no need to tap on personal SkillsFuture Credit to pay for the course fees.

  • Self-Sponsored

    As long as you are a Singapore Citizen aged 25 years and above, and have not fully utilised your SkillsFuture Credit (SFC), you can apply to pay for the course fees through SFC. In addition, if you are a Singapore Citizen between 21 to 30 years old with a Post-Secondary Education Account (PSEA), you may also apply to pay for your own or your siblings’ course fees through PSEA. Once your registration is processed, we will send you an invoice for your claim of SFC or PSEA. After that, we will guide you through the simple administrative process. You do not need to make payment if you apply to use SFC or PSEA before the course start date.

  • Workfare Skills Support (WSS)

    Extra support is also available if you are a Singapore Citizen aged 35 years and above, and earn an average gross monthly income of not more than S$2,300. Meeting the above criteria may qualify you for a S$100 Training Commitment Award (TCA) as well as other training allowances

  • Open Enrolment Dates

    Due to the limited public classes, we hope that you will find one of the following dates suitable. We look forward to welcoming you at an upcoming class!

DISCUSS YOUR TRAINING NEEDS

OPEN ENROLMENT DATES FOR MAGIC: MAKE A GREAT IMPRESSION ON CUSTOMERS PROGRAMME

As we are currently gauging interest, we will provide an update once the next public run date has been scheduled.

Classes will be held from 9am to 6pm unless otherwise stated.
Kindly note that class commencement is subject to minimum class enrolment numbers.

REGISTER FOR OPEN ENROLMENT

Can’t seem to find a suitable date? Enter your contact details so that we can keep you posted on new classes.

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    MAGIC: MAKE A GREAT IMPRESSION ON CUSTOMERS

    Course Code: TGS-2024049903
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