Course Information
Be a champion for customer service and learn how to build and manage a robust customer management system.
Learning Outcomes
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Manage customer service follow-up processes
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Analyse actual service performance gaps
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Utilise service quality improvement tools to improve service delivery process
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Apply the Problem-solving method to address service abnormities
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Apply Decision-making criteria to evaluate solutions
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Review the effectiveness of implemented solution
Course
Schedule
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Course Date: TBC
Application Period: TBC
Duration: 2 days
Time: 9am to 6pm
Delivery Mode: Classroom
Venue: TBC
This course may be conducted online subject to Covid-19 guidelines.
Ngee Ann Polytechnic reserves the right to reschedule / cancel any programme, modify the fees and amend information without prior notice.
Lesson Plan
a. Build strong customer relationships
b. Maintain strong customer relationship with feedback
c. Address complaints and Negative feedback
a. Service Gap Model.
b. Five Gaps
c. Ways to meet Customer Expectations and close the Gap
d. Five dimensions of Service Quality
e. Measuring Service Quality
f. Tools to analyze and address service quality gaps
a. Steps to Effective Customer Service Problem Solving
b. Problem Solving Techniques to Mitigate Negative Circumstances
c. 4 phases of Customer Problem Solving Situations
d. 9-step guide to resolve customer service issues
a. Identify the issue
b. Gather relevant information
c. Identify the alternatives
d. Weigh the evidence
e. Choose among the alternatives
f. Implement your solution
g. Review your decision
h. Use Creative Thinking Skills for better Decision-Making.
Certification
Certification
A Certificate of Performance will be awarded to participants who achieve at least 75% attendance and pass all required assessment(s).
A Certificate of Participation will be awarded to participants who meet the 75% attendance requirement but did not pass all required assessment(s).
Entry Requirements
Applicants should be working in a relevant industry or have an interest to switch to a supervisory position in the environmental services industry.
Course Fees
Funding period for this course is from 1 Jul 2020 to 30 Sep 2024.
SkillsFuture Credit
All Singaporeans aged 25 and above can use their $500 SkillsFuture Credit from the government to pay for a wide range of approved skills-related courses. Visit the SkillsFuture Credit website to choose from the courses available on the Training Exchange course directory.
Union Training Assistance Programme (UTAP)
NTUC members enjoy 50% unfunded course fee support for up to $250 each year (or up to $500 for NTUC members aged 40 years old and above) when you sign up for courses supported under UTAP (Union Training Assistance Programme). Please visit e2i’s website to find out more.
Enhanced training support for SMEs
For enhanced training support for SMEs, enter SME in the promo code during course application.
Long Term Visit Pass Plus (LTVP+) Holders
Please furnish the following documents to the course administrator to qualify for SSG funding:
Self-sponsored learner (**LTVP+): Copy of your green visit pass card, with the word ‘PLUS’ on the back of the card.
Co-sponsored learner (##LTVP+): Copy of valid and current Letter of Consent (LOC) from MOM
Ngee Ann Polytechnic reserves the right to reschedule/cancel any programme, modify the fees and amend information without prior notice.
(Course fee is payable upon acceptance. It is inclusive of 7% GST and subject to review.)
| Applicants / Eligibility | Fees |
|---|---|
| Full course fees | $481.50 |