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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
Company-Sponsored *(NEW FUNDING effective 1st January 2022)*
| 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 *(NEW FUNDING effective 1st January 2022)*
| 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