WSQCCS: CUSTOMER EXPERIENCE MANAGEMENT L2: CONTRIBUTE TO CUSTOMER SERVICE OVER VARIOUS PLATFORMS
CUSTOMER EXPERIENCE MANAGEMENT L2: CONTRIBUTE TO CUSTOMER SERVICE OVER VARIOUS PLATFORMS
Course Duration
Who Should Attend
Frontline service staff (i.e. customer facing, customer service representatives, store advisors, service crews, etc.) from various service industry sectors and backend support staff facilitating service delivery processes.
Course Overview
This course is relevant to service professionals and aims to equip participants with the ability to draw on available organisational resources and present a professional etiquette when engaging with customer over various platforms. Service professionals who can perform well in this aspect can increase the quality of customer service that will benefit their customers and organisations.
Course Schedule
Next available schedule
Course Objectives
At the end of the programme, participants will be able to:
- Leverage on organisational resource 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 using appropriate channels and in accordance with the organisations guidelines
Pre-requisites
Participants are recommended to have a minimum English proficiency level equivalent to the Employability Skills Workforce Skills Qualifications (ES WSQ) Workplace Literacy Level 4.
Course Outline
Unit 1: Leverage on organisational resources when engaging with customers over various platforms
- Platforms to engage Customers
- Reasons for engaging with customers over various platforms
- Best practices on how various Organisations are using technology to engage with their customers
- Suitable platform(s) to suit different organisation customers profiles
- Types of available organisational resources
- Methods to keep abreast of changes in organisational resources when engaging customers
Unit 2: Portray professional etiquette when responding to customers over various platforms in accordance with organisational guidelines
- Methods to portray professional etiquette over various platforms
- Principles of Effective Communication
- Code of Ethics in handling customers over various platforms
Unit 3: Escalate feedback received over various platforms using appropriate channels and in accordance with the organisations guidelines
- Methods to escalate feedback
- Ways to identify and suggest areas of improvement that may arise out of ones interaction with customers
Certificate Obtained and Conferred by
Participants who have successfully demonstrated competence in all the knowledge and skills requirements in this programme will be awarded with a Statement of Attainment (SOA) by SkillsFuture Singapore (SSG). This programme is offered on a modular basis only.
- Mapped to Customer Experience Management L2: Contribute Customer Service over Various Platorms
Additional Details
Medium of Instruction & Trainer
English
Trainer: Trainee Ratio is 1: 24
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For Classes commencing on or after 1st Jan 2022 ( GST 7%) |
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Individual Sponsored Trainee |
Company Sponsored Trainee |
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before GST |
with GST |
before GST |
with GST |
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Full Course Fee |
$170.00 |
$181.90 |
$170.00 |
$183.60 |
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For Classes commencing on or after 1st Jan 2023 ( GST 8%) |
||||
|
|
Individual Sponsored Trainee |
Company Sponsored Trainee |
||
|
before GST |
with GST |
before GST |
with GST |
|
|
Full Course Fee |
$170.00 |
$183.60 |
$170.00 |
$183.60 |
|
For Classes commencing on or after 1st Jan 2022 ( GST 7%) |
||||
|
|
Individual Sponsored Trainee |
Company Sponsored Trainee |
||
|
before GST |
with GST |
before GST |
with GST |
|
|
Full Course Fee |
$170.00 |
$181.90 |
$170.00 |
$183.60 |
|
|
|
|||
|
For Classes commencing on or after 1st Jan 2023 ( GST 8%) |
||||
|
|
Individual Sponsored Trainee |
Company Sponsored Trainee |
||
|
before GST |
with GST |
before GST |
with GST |
|
|
Full Course Fee |
$170.00 |
$183.60 |
$170.00 |
$183.60 |
|
For classes commencing between 3rd Oct 2022 to 31st Dec 2022 |
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Individual Sponsored Trainee* |
Company Sponsored Trainee |
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Before GST |
With GST |
Before GST |
With GST |
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Full Course Fee (For International Students) |
$2,000.00 |
$2,140.00 |
$2,000.00 |
$2,140.00 |
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Subsidised Course Fee for Singapore Citizens and PRs |
$1,000.00 |
$2,400.00 |
$600.00 |
$2,000.00 |
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Subsidised Course Fee for Singapore Citizens aged 40 years and above |
$600.00 |
$2,000.00 |
$200.00 |
$1,600.00 |
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For classes commencing on or after 1st Jan 2023 |
||||
|
Individual Sponsored Trainee* |
Company Sponsored Trainee |
|||
|
Before GST |
With 8% GST |
Before GST |
With 8% GST |
|
|
Full Course Fee (For International Students) |
$2,000.00 |
$2,160.00 |
$2,000.00 |
$2,160.00 |
|
Subsidised Course Fee for Singapore Citizens and PRs |
$1,000.00 |
$2,600.00 |
$1,000.00 |
$2,600.00 |
|
Subsidised Course Fee for Singapore Citizens aged 40 years and above |
$600.00 |
$2,200.00 |
$600.00 |
$2,200.00 |
Additional Note
– Important Note –
Transition of Service Excellence Competency Framework (SVCF) WSQ to Skills Framework (SF)
Transition period is 18 months from 1 April 2020 to 30 September 2020
From 1 April 2019, the Service Excellence Competency Framework (SVCF) WSQ will be transited to the Skills Framework Construct
- Each SVCF Skills Standard (SS) is mapped to a Technical Skills and Competencies (TSC) across Retail (SF), at the corresponding levels. Following the transition, all SOAs will reflect the respective TSC titles and Proficiency levels instead of the SVCF WSQ SS titles.
- Existing SVCF WSQ qualification titles and modules bundling will be retained
- Trainees who have commenced studies of qualification programmes accredited to SS are to complete the programmes within the 18-month transition period. Trainees will be awarded qualifications based on existing SS codes
- LHUB will offer SVCF WSQ modules (SS) till 30 June 2020
- LHUB will offer SVCF (SF) modules under SFw from 1 July 2020 onwards
- There should not be any WSQ courses based on SS from SVCF WSQ Framework from 1 October 2020
- For more information, visit SSG Website: www.ssg.gov.sg/wsq/industry-and-Occupational-Skills/ServiceExcellence-Competency-Framework.html
Price
^Applicable for Singapore Citizen ABOVE 21 yrs & BELOW 40 yrs old / Singapore PRs. For more information, please contact us at +65 6336 LHUB (5482) or email [email protected].
When you sign in to your SkillsConnect account, please use the course reference number CRS-Q-0040371-RET to find this course.
Terms and conditions apply. NTUC LearningHub reserve the right to make changes or improvements to any of the products described in this document without prior notice.
Prices are subject to other LHUB miscellaneous fees.
| Batch ID | Course Period | Course Title | Funding Available |
Duration (Hours) |
Session (Hours) |
Venue | Available Seats |
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