Establish Relationships for Customer Confidence (Service Excellence) (Synchronous e-learning) (16 hrs)

Course Code: CRS-Q-0039844-RET

*Online Course*

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 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

The course will be conducted through online LIVE streaming via Zoom. 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

Course Fee : $430.00
Nett Fee Incl. 7% GST : $460.10
Nett Fee after Training Grant* : $73.10 (SMEs) | $188.10 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $73.10

Enhanced Absentee Payroll (w.e.f 1st May 2020)

For SMEs / Non-SMEs (90% of hourly basic salary, capped at $10 per trainee-hour) : $160.00

* 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.

Key Benefits
  • 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 Contents

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
Learning Methodology

The course will be conducted through online LIVE streaming via Zoom. Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.

Who Should Attend

This course is suitable for call centre supervisors, crew / section / team leaders, assistant store managers, and supervisors.

Course Details

Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm

Course Fee : $430.00
Nett Fee Incl. 7% GST : $460.10
Nett Fee after Training Grant* : $73.10 (SMEs) | $188.10 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $73.10

Enhanced Absentee Payroll (w.e.f 1st May 2020)

For SMEs / Non-SMEs (90% of hourly basic salary, capped at $10 per trainee-hour) : $160.00

* 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 19, 2020 - March 20, 2020 (9:00 am - 6:00 pm) Closed
July 20, 2020 - July 21, 2020 (9:00 am - 6:00 pm) Online LIVE stream via Zoom Closed
October 15, 2020 - October 16, 2020 (9:00 am - 6:00 pm) Online LIVE stream via Zoom Register Now