The course objective is to enable the participant to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation. Customer service is an important part of customer relationship management (CRM). It’s a way for companies to manage their relationships with customers.
When a business has fast, easy access to customer information, it can better strategize and control its interactions with them. This helps companies improve
customer loyalty and retention by exceeding customer expectations with great service. This course is suitable for all industry sectors which includes customer service.
The need for this course is amplified by the COVID-19 pandemic. This has not only changed the business situation but also the way for the company to adapt to the pandemic and achieve its organisational goal. The opportunity and challenge for leadership to effectively manage their customer service among the changing landscape is important.
The course is targeting workforce customer service professionals towards the fundamentals of Managing Organisational Customer Service and how it fits into the
overall corporate strategy and culture of their organization, especially in a post-COVID-19 workplace.
Skills Future Singapore (SSG)
Face-to-Face or Online
Entry Requirements and Intakes
Demonstrate numeracy skills at a level equivalent to Employability Skills System (ESS) Numeracy Level 5
Possess basic personal computer skills
Learners are expected to have at least 1 year of working experience
Demonstrate listening and speaking skills (English) at a level equivalent to Employability Skills System (ESS) Literacy Level 5
Demonstrate reading and writing (English) at a level equivalent to Employability Skills System (ESS) Literacy Level 5
Assessment & Grades
Participants who have successfully demonstrated competence in all the knowledge and skills requirements in this module will be awarded with a Statement of Attainment (SOA) by SkillsFuture Singapore (SSG).