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Role Modelling to Establish Customer Relationship

Learn to develop a role model of your organisation's service vision in order to build customer confidence and enhancing customer loyalty.

Module Content

  • Demonstrate the characteristics of a role model that reflect the organisation’s vision, mission and values
  • Encourage team to deliver service, establish customer rapport and provide post-sales follow up in accordance with organization guidelines
  • Promote a customer-centric culture within the service environment to achieve service excellence
  • Monitor performance of self and team to ensure consistency with the organisation’s guidelines
  • Develop knowledge of organisation’s product or service offerings and customer profile
  • Respond to service opportunities and escalated service challenges to reinforce customers’ confidence in the organisation

Methodology

Lessons are conducted in a structured yet pragmatic manner as lectures are blended with group discussions, role-plays and individual assessments. The group discussions give participants the opportunities to share their experience while role-playing helps the practice and application of concepts and approaches learned through the course.

Target Participants:

Call Centre Supervisors, Crew/Section/Team Leaders, Assistant Store Managers, Supervisors, Service Team Leaders who are keen to raise service standards and enhance career progression opportunities.

Medium of Instruction:

English

Total Training Hours: 16 hours (2 days)

Assessment and Certification

Participants who achieve 75% attendance and pass the end-of-course assessment will be awarded the Statement of Attainment

Course Schedule

UPCOMIING DATES:

24th & 25th March 2021 (Mandarin Class)

TIME:

9.00am to 6.00pm

TRAINING FORMAT:

Delivered via synchronous e-learning

Total Training Hours: 16 hours (2 days)
Registration Closing Date: 7 days before course commencement

Course Fees

  Singapore Citizens (21-39 Yrs Old)
& Permanent Residents (21 & above)
SG Citizens ≥ 40Yrs /
SME Sponsored
Full Course Fees (incl. 7% GST) $406.60 $406.60
Training Grant $272.00 $342.00
Amount Payable (incl. 7% GST) $134.60 $118.60

Prices shown are not inclusive of application fee and/or any other additional fees that may be stipulated.

Course fees can be offset by using your SkillsFuture Credit!

 

  In-Classroom Training Synchronous e-learning
TGS Code TGS-2020513822 TGS-2019503835
Course Support Period 28 Nov 2020 to 19 Oct 2022 01 Sep 2019 to 14 Jun 2023

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