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WSQ Establish Excellent Relationships for Customer Confidence

Download PDF Outline

Download PDF Outline

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Course Overview

This module covers knowledge and application skills to build customer confidence in the organization and to develop customer relationships that build customer loyalty. It also involves the know-how of handling service opportunities and escalated service challenges.

 

Course Objectives

On completion of this module, learners will be able to :
 Develop knowledge of organisation’s product or service offerings and customer profile
 Establish customer rapport to build customer confidence in accordance with the organisation’s guidelines
 Provide post-sales follow up in accordance with the organisation’s guidelines
 Respond to service opportunities and escalated service challenges to reinforce customers’ confidence in the organisation

 

Course Outline

 Methods to develop knowledge of organisation’s product or service offering
 Understanding types of customers and their profiles
 How to build customer rapport and customer confidence
 Understanding organisation vision, mission, values and service standards
 Post-sales follow up
 How to respond to service opportunities
 Understanding service challenges and triggers in the service environment
 How to respond to escalated service challenges

 

Target Audience

The job role(s)/occupations that this module would be relevant to may include:
 Call Centre Supervisors / Team Leaders
 Assistant Store Managers
 Supervisors
 Service Team Leaders

WSQ Establish Excellent Relationships for Customer Confidence

Company-Sponsored 

Funding Type Full Fee GST Funding Amount Nett Fee Payable (Incl. GST)
Funding TypeSME Full Fee$450 GST$31.50 Funding Amount($315) Nett Fee Payable$166.50
Funding TypeNon-SME Full Fee$450 GST$31.50 Funding Amount($225) Nett Fee Payable$256.50
Funding TypeNon-SME (MCES) Full Fee$450 GST$31.50 Funding Amount($315) Nett Fee Payable$166.50
  • SME: Singapore registered companies with (i) at least 30% local sharing AND (ii) Group annual sales less than $100 million OR Group employment size less than 200
  • Non-SME (MCES): Employee is Singaporean aged 40 years and above 
Course Fee Funding 
SME: 70% of course fee 
Non-SME: 50% of course fee 
Non-SME(MCES): 70% of course fee 

Eligible for Absentee Payroll Funding  
$4.50 per training hour capped at $100,000 per enterprise per calendar year

Self-Sponsored 

Funding Type Full Fee GST Funding Amount Nett Fee Payable (Incl. GST)
Funding TypeMCES Full Fee$450 GST$31.50 Funding Amount($315) Nett Fee Payable (Incl. GST)$166.50
Funding TypeNormal Full Fee$450 GST$31.50 Funding Amount($225) Nett Fee Payable (Incl. GST)$256.50
  • MCES: Singaporean aged 40 years and above
  • Normal: Singaporean / PR aged 21 years and above
Course Fee Funding 
MCES: 70% of course fee 
Normal: 50% of course fee 

Eligible for SkillsFuture Credit 
Course Duration
16
Course Reference Number
TGS-2019504044
Funding Validity Period
01 Jan 2020 to 22 Aug 2023
Mode of Training
Synchronous e-learning