Establish Relationships for Customer Confidence (Service Excellence)
(Synchronous e-learning) (16 hrs)
Course Code: TGS‐2019504205
This course covers knowledge and application skills to build customer confidence in the organisation and to develop customer relationships that build customer loyalty. It also involves the know-how of handling service opportunities and escalated service challenges.
Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).
Note: This is an online course.
Course Details
Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm
Course Fee : $430.00
Nett Fee Incl. 7% GST : $460.10
Nett Fee after Training Grant* : $73.10 (SMEs) | $188.10 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $73.10
* Please click HERE for detailed information on course fee funding schemes, SkillsFuture credit, and a complete listing of funded courses. This course is eligible for use of SkillsFuture credit.
Course Application
| Date | Details |
|---|---|
| October 18, 2021 - October 19, 2021 (9:00 am - 6:00 pm) Online LIVE stream via Zoom |
Open for registration (Fill in the enquiry form to know more |
Key Takeaways
Upon completion of this workshop, participants will be able to;
- Develop knowledge of the 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
Who Should Attend
This course is suitable for call centre supervisors, crew/section/team leaders, assistant store managers, and supervisors.
Programme Outlines
- Develop knowledge of the organisation’s product or service offerings and customer profile
- Develop knowledge about product features and benefits, promotion, guarantees and technical support
- Establish customer profile to include particulars, personal preferences and transaction records
- Identify expectations of different types of customers such as new and repeat customers, people from various cultures and those with special needs
- Establish customer rapport to build customer confidence in accordance with the organisation’s guidelines
- Gain customers’ trust and confidence in the organisation’s products and services by following up on service promises
- Adapt communication to the style of the customer
- Take a genuine interest in the customer’s well-being
- Demonstrate the qualities of a service professional such as having a positive attitude, being proactive, displaying a customer-first mindset
- Provide post-sales follow up in accordance with the organisation’s guidelines
- Coordinate the provision of post-sales service
- Inform customers of changes that may affect the delivery of the service promise
- Assist customers to install, maintain or operate a particular product
- Obtain feedback from customers on products and services
- Build long term relationships through customer programs and loyalty schemes
- Respond to service opportunities and escalated service challenges to reinforce customers’ confidence in the organisation
- Identify opportunities to up-sell or cross-sell
- Anticipate future customer needs through monitoring purchase and usage behaviour
- Respond to queries with appropriate suggestions, promotions and alternatives
- Be aware of triggers that lead to customer complaints and negative feedback
- Work towards mutually acceptable resolutions in escalated service challenges
Methodologies
The course will be conducted through online LIVE streaming via Zoom. Participants will undergo experiential learning through mini-lectures, group discussions, role-plays, quizzes, and videos.
