Establish Relationships for Customer Confidence (Service Excellence) (16 hrs)
Course Code: TGS-2019504205 | SSG Funded
Note: Classroom-based learning will be conducted through virtual classroom until further notice. Terms and conditions apply.
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
With effect from 1 Jan 2024
| Type | Individuals | |||
| Singapore Citizens and Permanent Residents (Aged ≥ 21 years old) | Employer-sponsored and Self-Sponsored Singapore Citizens aged ≥ 40 years old | SME-sponsored Singapore Citizens and Permanent Residents | Non-SME-sponsored Singapore Citizens and Permanent Residents | |
| Type of Funding | ||||
| SkillsFuture Funding (Baseline) | SkillsFuture Mid-career Enhanced Subsidy | SkillsFuture Enhanced Training Support for SMEs | SkillsFuture Training Support for Non-SMEs | |
| Course Fee | $520.00 | $520.00 | $520.00 | $520.00 |
| Less: SkillsFuture Funding | $260.00 | $364.00 | $364.00 | $260.00 |
| Total Nett Fee | $260.00 | $156.00 | $156.00 | $260.00 |
| Add: GST @ 9% of Course Fee | $46.80 | $46.80 | $46.80 | $46.80 |
| Total Fee Payable to SQC | $306.80 | $202.80 | $202.80 | $306.80 |
Skill Code: RET-CEX-3010-1.1
Skill Title: Service Excellence-3
Funding valid till 25 Aug 2025
* 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
With effect from 1 Jan 2024
| Type | Individuals | |||
| Singapore Citizens and Permanent Residents (Aged ≥ 21 years old) | Employer-sponsored and Self-Sponsored Singapore Citizens aged ≥ 40 years old | SME-sponsored Singapore Citizens and Permanent Residents | Non-SME-sponsored Singapore Citizens and Permanent Residents | |
| Type of Funding | ||||
| SkillsFuture Funding (Baseline) | SkillsFuture Mid-career Enhanced Subsidy | SkillsFuture Enhanced Training Support for SMEs | SkillsFuture Training Support for Non-SMEs | |
| Course Fee | $520.00 | $520.00 | $520.00 | $520.00 |
| Less: SkillsFuture Funding | $260.00 | $364.00 | $364.00 | $260.00 |
| Total Nett Fee | $260.00 | $156.00 | $156.00 | $260.00 |
| Add: GST @ 9% of Course Fee | $46.80 | $46.80 | $46.80 | $46.80 |
| Total Fee Payable to SQC | $306.80 | $202.80 | $202.80 | $306.80 |
Skill Code: RET-CEX-3010-1.1
Skill Title: Service Excellence-3
Funding valid till 25 Aug 2025
* 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 |
|---|---|
|
February 27, 2024 - February 28, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Closed |
|
April 29, 2024 - April 30, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Closed |
|
June 27, 2024 - June 28, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
|
August 29, 2024 - August 30, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
|
October 28, 2024 - October 29, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
