Diploma in Customer Relationship and Service Management

Course details

RP’s Diploma in Customer Relationship and Service Management (DCRSM) will set you on the path to a successful career delivering exceptional service experiences with potential employers such as Citibank Singapore, DBS Bank, Marina Bay Sands, Resorts World Sentosa, Singapore Airlines, Teleperformance Singapore, and Wildlife Reserves Singapore.

Through hands-on training and practical lessons, you will learn what it takes to manage customer relations, raise service standards and deliver a memorable service experience for your customers. In addition, our Industry Immersion Programme will provide you with opportunities to gain valuable realworld experience through internships at renowned companies.

If you have your heart set on a career in attractions and travel industry, the Leisure Travel and Attractions Management specialisation track will help open the door to exciting industry opportunities.

Course Outcomes

• Learn to identify customer needs, manage their expectations and deliver excellent service
• Gain skills to help businesses develop and maintain profitable customers through customer relationship management
• Employ a service excellenceframework to address service issues and improve customer service standards
• Undergo a 24-week Industry Immersion Programme with esteemed organisations known for exceptional service

Career Prospects

In addition to embarking upon careers in the hospitality sector, DCRSM graduates have joined customer experience teams at banks, contact centres, healthcare organisations, airlines, and telecommunications and retail companies. You will be able to pursue opportunities in roles such as:  

• Account and Relationship Officer/Executive/Manager
• Customer Service Officer/Executive/Manager
• Sales and Marketing Officer/Executive/Manager

Course Structure

General Modules (16 MC)  

4 compulsory modules: 

• Organisational Behaviour 
• Marketing 
• Cognitive Processes and Problem Solving 
• Effective Communication 

Discipline Modules (36 MC)  

9 compulsory modules: 

• Management Accounting 
• Financial Accounting 
• Business Statistics 
• Microeconomics 
• Macroeconomics 
• Hospitality and Tourism Management 
• Strategic Thinking Skills 
• Service Quality and Professional Etiquette 
• Hospitality Revenue Management 

Specialisation Modules (36 MC)  

9 compulsory modules: 

You can choose 1 of the following options:

Option 1: Customer Experience Track 

• Consumer Behaviour 
• Customer Relationship Management 
• Project Management and Scheduling 
• Customer Experience and Service Excellence 
• Hospitality Sales 
• Innovation and Design for Service Operations 
• Contact Centre Operations 
• Retail Management 
• Customer Experience in Banking and Finance 

Option 2: Leisure Travel and Attraction Management Track 

• Consumer Behaviour 
• Customer Relationship Management 
• Project Management and Scheduling 
• Customer Experience and Service Excellence 
• Introduction to the Event Industry 
• Leisure Travel and Destination Management 
• Managing Guest Experience in Attractions 
• Attractions Management 
• Leisure Events and Entertainment Management 

Elective Module (4 MC)  

You can select 1 module from the following list:

Option 1: Customer Experience Track 

• Food and Beverage Management 
• Wellness and Lifestyle Management
• Human Resource Management 

Option 2: Leisure Travel and Attraction Management Track 

• Food and Beverage Management 
• Wellness and Lifestyle Management
• Human Resource Management 

Industry Orientation Programme (24 MC)  

2 compulsory modules: 

• Character and Citizenship Education 
• Industry Immersion Programme (20 MC)

Freely Chosen Module (4 MC)  

Obtain a total of 4 modular credits from the prescribed range of freely-chosen modules offered by the Schools and Centres in RP