- Duration: 16 Hours
Course details
This programme covers knowledge and application skills to build customer confidence in the organization and to develop customer relationships that build customer loyalty. It also involves the know-how of handling service opportunities and escalated service challenges.
The programme covers:
- Develop knowledge of organisation’s product or service offerings and customer profile
- Establish customer rapport to build customer confidence in accordance with the organisation’s guidelines
- Provide post-sales follow up in accordance with the organisation’s guidelines
- Respond to service opportunities and escalated service challenges to reinforce customers’ confidence in the organisation
The main target audience are for Call Centre Supervisors, Crew / Section / Team Leaders, Assistant Store Managers, Supervisors, Service Team Leaders.
This is one of the core modules leading to the WSQ Advanced Certificate in Service Excellence (Level 3).
Entry Requirements
- 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 Level 4.
- Have 2 years of supervisory experience in a service-related capacity.
Course Location
About Singapore Institute Of Retail Studies
The primary mission of SIRS is to provide quality and market driven holistic training solutions through the national Workforce Skills Qualifications (WSQ) programmes in Retail, Service Excellence, Productivity and Business Management to enhance the skills and employability of the Retail and Service workforce in Singapore.
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