The Customer Matters

Customer satisfaction is not enough in this competitive environment. Organizations need to seek to build customer loyalty by forging strong relationships with each customer. In this workshop, participants will take a deep dive into the hearts and minds of their customers, learn to build customer confidence using rapport building skills as well as product knowledge. One of the often overlooked opportunities to build customer loyalty is when service challenges arise. In this workshop, learners practice the techniques to gain loyalty by recovering these situations and delighting their customers.  

At the End of the Course, You’ll Learn to:

• develop knowledge of organization’s product or service offerings and customer profile 

• establish customer rapport to build customer confidence in accordance with the organization’s guidelines 

• provide post-sales follow up in accordance with the organization’s guidelines 

• respond to service opportunities and escalated service challenges to reinforce customers’ confidence in the organization 

Who Should Attend?

Frontline service staff 

Skills Framework

Service Excellence

Assumed Skills

• Have an understanding of the organization’s vision, mission, values, processes and procedures  
• Have an understanding of the organization’s product and  service offering  
• Have an understanding of the organization’s service excellence procedures and practices and be able to impart service practices to peers, juniors and subordinates  
• Have 2 years of experience in a service-related capacity  
• Be able to speak, listen and read English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification (ES WSQ) Workplace Literacy (WPL) Level 4  

Course Code: TGS-2019504227

Competency Standard: Service Excellence

Competency Standard Code: RET-CEX-3010-1.1

Funding Validity Period: 01 Jan 2020 to 31 Jul 2021

Mode of Training: Classroom (Full-time)

* Please click here for more details on subsidized course fees.

All Singaporeans aged 25 and above can use their $500 SkillsFuture Credit from the government to pay for the above approved skills-related courses. For more details, visit the SkillsFuture Credit website