Customer Management (Level 1) AOP

TGS-2023038883

Course Overview

Course Objectives


Learners will learn about:

  • to provide customer service; and acquire knowledge and abilities to identify customers’ needs and expectations;
  • maintain good interpersonal relationship and proper communication with customers;
  • practise good service delivery.


Learners will be able to:

  • identify the needs of customers and their expectations;
  • perform measures to address customers' urgent needs by using techniques to assess them;
  • identify areas of improvement from organisational requirements and procedures for customer handling and service delivery;
  • understand principles of effective communication;
  • identify types of triggers in the service environment that may lead to potential service challenges;
  • apply service recovery procedures to respond to different types of service challenges;
  • identify service challenges that require escalation by using problem-solving tools and techniques.

Training Type

Part Time


Mode of Assessment
  1. Role Play
  2. Oral Questioning

Who Should Attend

Company-sponsored Cleaners (Level 1) from licensed cleaning businesses.


Minimum Entry Requirement

1. Only employer-sponsored learners are accepted by Bespoke for the course in Assessment-Only-Pathway (AOP) mode.

2. Learners must have minimum two months of relevant work experience in the cleaning industry; and have attended relevant in-house / on-the-job training.

3. Learners are able to speak, listen and read English to a proficiency level equivalent to Workplace Literacy and Numeracy (WPLN) Level 1; and have numeracy skills to a proficiency level equivalent to Workplace Literacy and Numeracy (WPLN) Level 1.


Course Duration

Assessment - 0.5 hour


Total Training Duration (Hour)

Assessment - 0.5 hour


Course Outline

Course Description


1. This course is the Assessment-Only-Pathway (AOP) mode for the TSC Course: EVS-CFC-1005-1.1 Customer Management-1.

2. This Statement of Attainment (SOA) is accepted by NEA as a Core module for Cleaners (Level 1).

3. Bespoke shall evaluate AOP requests based on request's feasibility and fulfilment of terms and conditions, which include:

- Only employer-sponsored learners will be accepted; and Learners must have minimum two months of relevant work experience in the cleaning industry; and have attended relevant in-house / on-the-job-training. Employers hold the responsibility of preparing learners to be ready to undergo the AOP assessment.

- There will be screening procedures to determine suitability of learners at the registration phase + on the day of assessment. On the day of the assessment, learners are required to report to the Assessor at the assessment venue at least half an hour before the scheduled assessment time, for the Assessor to complete the screening procedures.


Certification Obtained and Conferred by

You will be awarded a Statement Of Attainment (SOA) upon completion of the course.

TSC Code: EVS-CFC-1005-1.1


Pre-requisites

1. Only employer-sponsored learners are accepted by Bespoke for the course in Assessment-Only-Pathway (AOP) mode.

2. Learners must have minimum two months of relevant work experience in the cleaning industry; and have attended relevant in-house / on-the-job training.

3. Learners are able to speak, listen and read English to a proficiency level equivalent to Workplace Literacy and Numeracy (WPLN) Level 1; and have numeracy skills to a proficiency level equivalent to Workplace Literacy and Numeracy (WPLN) Level 1.


Medium of Instruction & Trainer

English


Additional Notes

REFUND POLICY

  • For course withdrawal, the refund amount will depend on how many days before course start date that the withdrawal request is received by BESPOKE, as below:
  • More than Ten (10) days – Refund of 100% of course fee collected
  • Four (4) to Ten (10) days - Refund of course fee collected an administration charge of $53.50.
  • Three (3) days or less – No refund of course fee collected.
  • For any amount of refund approved by BESPOKE, the refund amount will be made through a mode of payment that will be determined by BESPOKE at its sole discretion.
  • There will be no refund for partial attendance of the course.



Price
Course Fee Payable
Original Fee Before GST With GST (9%)
Course Fee $115.00 $125.35
Corporate Pricing (Fee payable to Training Provider)
SME Before GST With GST (9%)
Singapore Citizens and Permanent Residents $57.50 $67.85
SSG Funding >=40 years old $34.50 $44.85
Non-SME Before GST With GST (9%)
SkillsFuture >=21 years old $57.50 $67.85
SSG Funding >=40 years old $34.50 $44.85

Please note that prices are subject to change.
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