Diploma in Customer Relationship and Service Management Republic Polytechnic
Price: SGD 2,500

    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

    Updated on 08 November, 2015

    About Republic Polytechnic

    Republic Polytechnic is committed to nurturing innovation and entrepreneurial learning in an environment that develops problem-solving skills and lifelong learning opportunities. Its holistic and broad-based curriculum prepares students for an active and meaningful role in society as problem solvers, respected professionals and passionate citizens.

    See all Republic Polytechnic courses
    Are you from Republic Polytechnic ? Claim your course!
    Courses you can instantly connect with... Do an online course on Customer Relationship Management (CRM) starting now. See all courses

    Is this the right course for you?

    Rate this page

    Didn't find what you were looking for ?

    or