WSQ Establish Excellent Relationships for Customer Confidence
TGS-2019504044
Course Overview
This module 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.
Training Type
Full Time
Who Should Attend
The job role(s)/occupations that this module would be relevant to may include:
- Call Centre Supervisors / Team Leaders
- Assistant Store Managers
- Supervisors
- Service Team Leaders
Course Duration
2 Days
Total Training Duration (Hour)
16
Course Outline
Learning Unit 1: Develop knowledge of organization's product or service offerings and customer profile
- Establish Excellent Customer Relationships for Customer Confidence
- The stages from where the relationship with customers can evolve
- Broadly there can be two distinguished attributes of a developed relationship between supplier and customer
- Five Tips in Maintaining Customers Relationship
- Product Features & Benefits
- Methods to develop knowledge of organisation's product or service
- Types of customer
- Identifying and Addressing Consumer Behaviour
- Customers with Special Needs
- Customers Profile
- Benefits of Building Customer Profiles
- Creating a Database to manage Relationship with Customer
Learning Unit 2: Establish customer rapport to build customer confidence in accordance with the organization's guidelines
- Customer Rapport
- Tips to build Rapport
- Customer Confidence
- Benefits of increasing customer confidence may include:
- Methods to establish rapport with customers
- Vision, Mission and Values
- Elements of a service brand
- Organization’s service standards
Learning Unit 3: Provide post-sales follow up in accordance with the organization's guidelines
- Post Sales Follow Up
- Service opportunities
- Methods to respond to service opportunities
- Customer Complaints
- Methods of Complaints:
- Service Challenges
- Triggers for customers complaints
- Behavioral of Dissatisfied Customers
- Why they are not complaining?
- Complainant Information
Learning Unit 4: Respond to service opportunities and escalated service challenges
- Responding to escalated service challenges
- Service recovery procedures
- Mutually acceptable resolutions to escalated service challenges
Course Learning Outcome
- 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
Pre-requisites
- Learners must be able to read, write, speak and listen to English at secondary school level
- Learners to have minimum GCE ‘O’ level or ITE certificate education
- Learner should have at least 1 year’s working experience in any industry
Funding Information
01 Jan 2020 To
22 Aug 2027
Course Pre-Requisites
Price
| Course Fee Payable | ||
|---|---|---|
| Original Fee | Before GST | With GST (9%) |
| Course Fee | $450.00 | $490.50 |
| Individual Pricing (Fee payable to Training Provider) | Before GST | With GST (9%) |
| Individual (Baseline) | $225.00 | $265.50 |
| Individual (MCES) | $135.00 | $175.50 |
| Corporate Pricing (Fee payable to Training Provider) | ||
| SME | Before GST | With GST (9%) |
| Corporate (SME) | $135.00 | $175.50 |
| Non-SME | Before GST | With GST (9%) |
| Corporate (Non-SME, Baseline) | $225.00 | $265.50 |
| Corporate (Non-SME, MCES) | $135.00 | $175.50 |
Company Sponsored Funding Types
- SME
- Company registered or incorporated in Singapore AND employment size of not more than 200 or with annual sales turnover of not more than $100 million
- 70% of course fee funded
- Non-SME (Baseline)
- Non-SME companies, employee is Singaporean or PR aged below 40
- 50% of course fee funded
- Non-SME (MCES)
- Non-SME companies, employee is Singaporean aged 40 years and above
- 70% of course fee funded
Absentee Payroll Funding for Companies:
- $4.50 per training hour capped at $100,000 per enterprise per calendar year
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Self-sponsored Funding Types
- MCES
- Singaporean aged 40 years and above
- 70% of course fee funded
- Normal
- Singaporean / PR aged 21 years and above
- 50% of course fee funded
