WSQ Establish Excellent Relationships for Customer Confidence

Funding Validity Period

1 January 2020

22 August 2027

Course Overview

This course sets out the 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.

Skills Acquired

By the end of this course, learners will be able to:

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

Learning Modules

Learning Unit 1: Develop knowledge of organization's product or service offerings and customer profile

Establish excellent customer relationships for customer confidence
Stages where the relationship with customers can evolve
Two distinguished attributes of a developed supplier–customer relationship
Five tips in maintaining customer relationships
Product features and benefits
Methods to develop knowledge of organization’s products or services
Types of customers
Identifying and addressing consumer behaviour
Customers with special needs
Customer profiles
Benefits of building customer profiles
Creating a database to manage relationships with customers

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
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 customer complaints
Behaviour of dissatisfied customers
Why some customers do not complain
Complainant information

Learning Unit 4: Respond to service opportunities and escalated service challenges to reinforce customers’ confidence in the organization

Responding to escalated service challenges
Service recovery procedures
Mutually acceptable resolutions to escalated service challenges

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Who is this course is for

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

Academic prerequisites

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

Course Fees

Fees	Small Medium Enterprises (SMEs)	Non Small Medium Enterprises	Singaporean Employees aged 40 years and above
Full Fee	$450.00	$450.00	$450.00
9% GST (on full course fee)	$40.50	$40.50	$40.50
Funding Amount	$315.00 (70% off course fee)	$225.00 (50% off course fee)	$315.00 (70% off course fee)
Nett Fee Payable (incl. GST)	$175.50	$265.50	$175.50

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
Non-SME (MCES): Employee is Singaporean aged 40 years and above

Course Fee Funding:
SME: 70% of course fee
Non-SME: 50% of course fee
Non-SME(MCES): 70% of course fee

Eligible for Absentee Payroll Funding

$4.50 per training hour capped at $100,000 per enterprise per calendar year

Eligible for SkillsFuture Enterprise Credit (SFEC)

Fees	Singapore Citizens (40 years and above)	Singapore Citizens (21 to 39 years old) & Permanent Residents (21 years old and above)
Full Fee	$450.00	$450.00
9% GST (on full course fee)	$40.50	$40.50
Funding Amount	$315.00 (70% off course fee)	$225.00 (50% off course fee)
Nett Fee Payable (incl. GST)	$175.50	$265.50

MCES: Singaporean aged 40 years and above
Normal: Singaporean / PR aged 21 years and above

Course Fee Funding:
MCES: 70% of course fee
Normal: 50% of course fee

Eligible for SkillsFuture Credit
Eligible for PSEA Funds