Establish Relationships for Customer Confidence (Service Excellence)
Course Code: TGS-2019504205 | SSG Funded
This course covers knowledge and application skills to build customer confidence in the organisation and to develop customer relationships that build customer loyalty. It also involves the know-how of handling service opportunities and escalated service challenges.
Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).
- Develop knowledge of the 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
Develop knowledge of organisation’s product or service offerings and customer profile
-
Develop knowledge about product features and benefits, promotion, guarantees and technical support
-
Establish customer profile to include particulars, personal preferences and transaction records
-
Identify expectations of different types of customers such as new and repeat customers, people from various cultures and those with special needs
Establish customer rapport to build customer confidence in accordance with the organisation’s guidelines
-
Gain customers’ trust and confidence in organisation’s products and services by following up on service promises
-
Adapt communication to the style of the customer
-
Take a genuine interest in the customer’s well-being
-
Demonstrate the qualities of a service professional such as having a positive attitude, being proactive, displaying a customer-first mindset
Provide post-sales follow up in accordance with the organisation’s guidelines
-
Coordinate the provision of post-sales service
-
Inform customers of changes that may affect the delivery of the service promise
-
Assist customers to install, maintain or operate a particular product
-
Obtain feedback from customers on products and services
-
Build long term relationship through customer programs and loyalty schemes
Respond to service opportunities and escalated service challenges to reinforce customers’ confidence in the organisation
-
Identify opportunities to up-sell or cross-sell
-
Anticipate future customer needs through monitoring purchase and usage behaviour
-
Respond to queries with appropriate suggestions, promotions and alternatives
-
Be aware of triggers that lead to customer complaints and negative feedback
-
Work towards mutually acceptable resolutions in escalated service challenges
Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.
This course is suitable for call centre supervisors, crew / section / team leaders, assistant store managers, and supervisors.
Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm
| Type | Individual Sponsored | Company Sponsored | ||||
| Non-SME | SME | |||||
| Before GST | After GST | Before GST | After GST | Before GST | After GST | |
| Full Course Fee (Foreigners / Non-Eligible Participants) | $520.00 | $566.80 | $520.00 | $566.80 | $520.00 | $566.80 |
| Singapore Citizens (Aged 21 to 39 years old) | $260.00 | $306.80 | $260.00 | $306.80 | $156.00 | $202.80 |
| Singapore Permanent Residents | $260.00 | $306.80 | $260.00 | $306.80 | $156.00 | $202.80 |
| Singapore Citizens (Aged 40 years old and above) | $156.00 | $202.80 | $156.00 | $202.80 | $156.00 | $202.80 |
Skill Code: RET-CEX-3010-1.1
Skill Title: Service Excellence-3
Funding valid till 25 Aug 2027
* Please click HERE for detailed information on general terms and conditions.
* Please click HERE for detailed information on course fee funding schemes, SkillsFuture credit, and complete listing of funded courses. This course is eligible for use of SkillsFuture credit.
- Develop knowledge of the 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
Develop knowledge of organisation’s product or service offerings and customer profile
-
Develop knowledge about product features and benefits, promotion, guarantees and technical support
-
Establish customer profile to include particulars, personal preferences and transaction records
-
Identify expectations of different types of customers such as new and repeat customers, people from various cultures and those with special needs
Establish customer rapport to build customer confidence in accordance with the organisation’s guidelines
-
Gain customers’ trust and confidence in organisation’s products and services by following up on service promises
-
Adapt communication to the style of the customer
-
Take a genuine interest in the customer’s well-being
-
Demonstrate the qualities of a service professional such as having a positive attitude, being proactive, displaying a customer-first mindset
Provide post-sales follow up in accordance with the organisation’s guidelines
-
Coordinate the provision of post-sales service
-
Inform customers of changes that may affect the delivery of the service promise
-
Assist customers to install, maintain or operate a particular product
-
Obtain feedback from customers on products and services
-
Build long term relationship through customer programs and loyalty schemes
Respond to service opportunities and escalated service challenges to reinforce customers’ confidence in the organisation
-
Identify opportunities to up-sell or cross-sell
-
Anticipate future customer needs through monitoring purchase and usage behaviour
-
Respond to queries with appropriate suggestions, promotions and alternatives
-
Be aware of triggers that lead to customer complaints and negative feedback
-
Work towards mutually acceptable resolutions in escalated service challenges
Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.
This course is suitable for call centre supervisors, crew / section / team leaders, assistant store managers, and supervisors.
Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm
| Type | Individual Sponsored | Company Sponsored | ||||
| Non-SME | SME | |||||
| Before GST | After GST | Before GST | After GST | Before GST | After GST | |
| Full Course Fee (Foreigners / Non-Eligible Participants) | $520.00 | $566.80 | $520.00 | $566.80 | $520.00 | $566.80 |
| Singapore Citizens (Aged 21 to 39 years old) | $260.00 | $306.80 | $260.00 | $306.80 | $156.00 | $202.80 |
| Singapore Permanent Residents | $260.00 | $306.80 | $260.00 | $306.80 | $156.00 | $202.80 |
| Singapore Citizens (Aged 40 years old and above) | $156.00 | $202.80 | $156.00 | $202.80 | $156.00 | $202.80 |
Skill Code: RET-CEX-3010-1.1
Skill Title: Service Excellence-3
Funding valid till 25 Aug 2027
* Please click HERE for detailed information on general terms and conditions.
* Please click HERE for detailed information on course fee funding schemes, SkillsFuture credit, and complete listing of funded courses. This course is eligible for use of SkillsFuture credit.
Course Application
| Details | Registration |
|---|---|
|
March 26, 2026 - March 27, 2026 (9:00 am - 6:00 pm)
[Online - Weekday]
|
Closed |
|
June 27, 2026 - June 28, 2026 (9:00 am - 6:00 pm)
[Online - Weekend]
|
Register Now |
|
September 26, 2026 - September 27, 2026 (9:00 am - 6:00 pm)
[Online - Weekend]
|
Register Now |
