WSQERCC: SERVICE EXCELLENCE L3: ESTABLISH RELATIONSHIPS FOR CUSTOMER CONFIDENCE
SERVICE EXCELLENCE L3: ESTABLISH RELATIONSHIPS FOR CUSTOMER CONFIDENCE
Course Duration
Mode of Assessment
Participants would be assessed through learning activities conducted during the programme.
Who Should Attend
Leaders with supervisory leader (i.e. Supervisors, Crew/Section/Team Leader, Assistant Store Managers, Service Team Leaders) who would like to learn how to establish relationships for customer confidence.
Course Overview
Customer confidence stems from every relationship with the service provider. This aims to equip individuals in a supervisory role to develop knowledge in the organisation’s products and service offerings that will enable them to build rapport with customers. Participants will also learn the different approaches of post-sales follow-up, the know-how of handling service opportunities and service challenges to further enhance a customer’s experience, which results in building customer loyalty and confidence. This course includes concepts, videos and activities from their unique approach that will support course objectives and enhance the learning journey.
Course Schedule
Next available schedule
Course Objectives
At the end of the programme, participants will be able to :
- Develop knowledge on an organisation’s product or service offerings and customer profile
- Establish customer rapport to build customer confidence in accordance with organisational guidelines
- Provide post-sales follow up in accordance with organisational guidelines
- Respond to service opportunities
- Escalate service challenges to reinforce customer’s confidence in the organisation
Pre-requisites
Participants should be able to speak, listen and read English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification (ES WSQ) Workplace Literacy (WPL) Level 4.
Course Outline
- Prepare to establish relationships with customers
in this segment, learners will gain awareness of the organisation guidelines and standards. They will identify methods to develop knowledge of an organisation’s products and services in order to provide accurate explanation of the features and benefits to the customers confidently. They will also understand customer profiles together with their special needs, and practice both verbal and non-verbal communication skills to establish meaningful relationships with customers. - Establish relationships with customers
Learners will learn and apply the 6 ‘C’s in building rapport with customers. Identifying the various types of post-sales follow-up approaches, participants will explore means to respond to service opportunities and escalate service issues. They will practice resolving service challenges in a concluding activity.
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 Service Excellence L3: Establish Relationships for Customer Confidence
Additional Details
Medium of Instruction & Trainer
English
Trainer: Trainee Ratio is 1: 24
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
| Individual Sponsored | Non-SME | SME | ||||
| w/o GST | w GST | w/o GST | w GST | w/o GST | w GST | |
| Original Course Fee | $380.00 | $406.60 | $380.00 | $406.60 | $380.00 | $406.60 |
| Singapore Citizens & PRs aged 21 years and above | $108.00 | $134.60 | $108.00 | $134.60 | $38.00 | $64.60 |
| Singapore Citizens aged 40 years and above | $38.00 | $64.60 | $38.00 | $64.60 | $38.00 | $64.60 |
For more information, please contact us at +65 6336 LHUB (5482) or email [email protected].^ Applicable for Singapore Citizen ABOVE 21 yrs & BELOW 40 yrs old / Singapore PRs.
When you sign in to your SkillsConnect account, please use the course reference number CRS-Q-0040370-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.
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