Course Objectives
To obtain knowledge and application skills in equipping service staff in providing excellent service. It involves demonstrating the qualities and characteristics of a service professional, creating a positive customer experience by offering customised and personalised service, and escalating areas of improvement that may enhance the customers’ experience.
Course Duration
8 Hours
Target Audience
For employees who want to obtain skills in equipping service staff in providing excellent service.
Certification
Successful trainees will receive a Statement of Attainment (SOA) issued by SSG
To obtain knowledge and application skills in equipping service staff in providing excellent service. It involves demonstrating the qualities and characteristics of a service professional, creating a positive customer experience by offering customised and personalised service, and escalating areas of improvement that may enhance the customers’ experience.
| SECTION | DESCRIPTION |
| Section 1 | -What is Customer Service, who are the customers, who are the customer service providers? -Appearance, smile, being positive, being energized counts. |
| Section 2 | -Understand customer situation, stay outside the box, meet basic needs. –No wrong door Policy. -Going the extra mile. -Follow up. -First Responder protocol, addressing complaints, turning difficult customer around. –In-Person Customer service, customer service over the counter, over the phone, telephone etiquette, electronic customer service. |
| Section 3 | -Understanding When to Escalate triggers in the service environment, de-escalating anger, establish common ground. -Setting your limits, managing your own emotions. -Dealing with vulgarity, coping with insults, dealing with legal and physical threats. -Escalate service challenges. |
Entry Requirement
Speak, listen and read English at a proficiency level not lower than the WPL Level 3, and manipulate numbers at a level not lower than the WPN Level 3.
Less than one year of work experience in the retail industry and/or in customer service role (rank and file employees).
Eligible for Claim Period: 02 Jun 2020 – 04 Aug 2026
All fees are subject to prevailing GST of 9% (2024)
Visit the SkillsFuture Credit website Proceed to submit a claim.
Participant need to pass the test to get subsidy
SSG Advice:
Student must achieve 75% course attendance, and also pass the assessment to be eligible for SSG Funding.
All Singaporean aged 25 and above can use their $500 SkillsFuture Credit to pay for a wide range of approved skills-related courses.
Please refer to the below link for the Refund Table for SkillsFuture Courses:
https://www.genetic.edu.sg/refund-for-skillsfuture-courses/
PSEA Funding is available for student aged 18-30 years old (Please call PSEA Hotline 62600777 to check your balance).
We are pleased to share the the following information on the new PSEA Ad hor Withdrawal FormSG Application:
Using only own PSEA:
http://go.gov.sg/psea-withdrawal-tp
Using Sibling’s PSEA:
Our staff will contact you on admission matters afterwards.
