PWM-Retail: Contribute to Customer Service Over Various Platforms (Customer Experience Management)
Course Code: TGS-2019504423 | SSG Funded
This course covers knowledge and application skills to leverage on available organisational resources when engaging with customers over various platforms. It also includes portraying professional etiquette and escalating feedback received over various platforms.
Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).
- Leverage on organisational resources when engaging with customers over various platforms
-
Portray professional etiquette when responding to customers over various platforms in accordance with organisational guidelines
-
Escalate feedback received over various platforms in accordance with the organisation’s guidelines
Leverage on organisational resources when engaging with customers over various platforms
-
Use platforms such as telephone, emails and social media to handle enquiries, feedback and service issues
-
Utilise resources such as customer relationship management database, policies and frequently-asked questions (FAQ) when engaging customers
Portray professional etiquette when responding to customers over various platforms in accordance with organisational guidelines
-
Apply principles of effective communication such as the use of customer-friendly language, active listening and checking for understanding
-
Observe etiquette and organisation’s guidelines when communicating over the telephone and emails with customers
Escalate feedback received over various platforms in accordance with the organisation’s guidelines
- Use appropriate methods to capture feedback and escalate to supervisors and other relevant parties
-
Provide relevant information such as the details of the feedback, impact and suggestions for improvements
Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.
This course is suitable for customer-facing staff, customer service representatives, call centre officers, store advisors, and service crew.
| 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) | $250.00 | $272.50 | $250.00 | $272.50 | $250.00 | $272.50 |
| Singapore Citizens (Aged 21 to 39 years old) | $125.00 | $147.50 | $125.00 | $147.50 | $75.00 | $97.50 |
| Singapore Permanent Residents | $125.00 | $147.50 | $125.00 | $147.50 | $75.00 | $97.50 |
| Singapore Citizens (Aged 40 years old and above) | $75.00 | $97.50 | $75.00 | $97.50 | $75.00 | $97.50 |
Duration : 1 day (8 hrs)
Skill Code: RET-CEX-2002-1.1
Skill Title: Customer Experience Management-2
Funding valid till 25 Jul 2027
Employers: SkillsFuture Enterprise Credit (SFEC) & Absentee Payroll Support
- SFEC: Eligible employers automatically receive $10,000 credit to offset up to 90% of out-of-pocket costs for supported programmes and courses. Unused credits for the current SFEC will expire on 30 November 2026.
- Absentee Payroll Support: $4.50 per hour x 8 hours = $36.00
Individual Sponsored: Union Training Assistance Programme (UTAP)
- UTAP: NTUC members enjoy 50% unfunded course fee support, subject to terms and conditions.
MORE INFORMATION:
Funding Overview – SSG, UTAP, WSS & EDG | General Terms and Conditions
- Leverage on organisational resources when engaging with customers over various platforms
-
Portray professional etiquette when responding to customers over various platforms in accordance with organisational guidelines
-
Escalate feedback received over various platforms in accordance with the organisation’s guidelines
Leverage on organisational resources when engaging with customers over various platforms
-
Use platforms such as telephone, emails and social media to handle enquiries, feedback and service issues
-
Utilise resources such as customer relationship management database, policies and frequently-asked questions (FAQ) when engaging customers
Portray professional etiquette when responding to customers over various platforms in accordance with organisational guidelines
-
Apply principles of effective communication such as the use of customer-friendly language, active listening and checking for understanding
-
Observe etiquette and organisation’s guidelines when communicating over the telephone and emails with customers
Escalate feedback received over various platforms in accordance with the organisation’s guidelines
- Use appropriate methods to capture feedback and escalate to supervisors and other relevant parties
-
Provide relevant information such as the details of the feedback, impact and suggestions for improvements
Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.
This course is suitable for customer-facing staff, customer service representatives, call centre officers, store advisors, and service crew.
| 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) | $250.00 | $272.50 | $250.00 | $272.50 | $250.00 | $272.50 |
| Singapore Citizens (Aged 21 to 39 years old) | $125.00 | $147.50 | $125.00 | $147.50 | $75.00 | $97.50 |
| Singapore Permanent Residents | $125.00 | $147.50 | $125.00 | $147.50 | $75.00 | $97.50 |
| Singapore Citizens (Aged 40 years old and above) | $75.00 | $97.50 | $75.00 | $97.50 | $75.00 | $97.50 |
Duration : 1 day (8 hrs)
Skill Code: RET-CEX-2002-1.1
Skill Title: Customer Experience Management-2
Funding valid till 25 Jul 2027
Employers: SkillsFuture Enterprise Credit (SFEC) & Absentee Payroll Support
- SFEC: Eligible employers automatically receive $10,000 credit to offset up to 90% of out-of-pocket costs for supported programmes and courses. Unused credits for the current SFEC will expire on 30 November 2026.
- Absentee Payroll Support: $4.50 per hour x 8 hours = $36.00
Individual Sponsored: Union Training Assistance Programme (UTAP)
- UTAP: NTUC members enjoy 50% unfunded course fee support, subject to terms and conditions.
MORE INFORMATION:
Funding Overview – SSG, UTAP, WSS & EDG | General Terms and Conditions
Course Application
| Details | Registration |
|---|---|
|
July 6, 2026 - July 6, 2026 (8:30 am - 5:30 pm)
Full! [Classroom - Weekday] Jurong East
|
Closed |
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July 10, 2026 - July 10, 2026 (8:30 am - 5:30 pm)
[Classroom - Weekday] Woodlands
|
Closed |
|
July 15, 2026 - July 15, 2026 (8:30 am - 5:30 pm)
Confirmed! [Classroom - Weekday] Jurong East
|
Closed |
|
July 20, 2026 - July 20, 2026 (8:30 am - 5:30 pm)
Confirmed! [Classroom - Weekday] Jurong East
|
Register Now |
|
July 24, 2026 - July 24, 2026 (8:30 am - 5:30 pm)
[Classroom - Weekday] Woodlands
|
Register Now |
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July 25, 2026 - July 25, 2026 (8:30 am - 5:30 pm)
[Classroom - Weekend] Jurong East
|
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August 3, 2026 - August 3, 2026 (8:30 am - 5:30 pm)
[Classroom - Weekday] Jurong East
|
Register Now |
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August 12, 2026 - August 12, 2026 (8:30 am - 5:30 pm)
[Classroom - Weekday] Jurong East
|
Register Now |
|
August 15, 2026 - August 15, 2026 (8:30 am - 5:30 pm)
Confirmed! [Classroom - Weekend] Jurong East
|
Register Now |
|
August 19, 2026 - August 19, 2026 (8:30 am - 5:30 pm)
[Classroom - Weekday] Jurong East
|
Register Now |
