Customer Management (SSO L3)

TGS-2018500602

Course Overview

Upon completion of this course, a learner will be equipped with necessary knowledge and skills in the following areas:


  • Planning to meet internal and external customer requirements;
  • Ensuring the delivery of quality service; and
  • Monitoring and reviewing customer service



Training Type

Part Time


Mode of Assessment
  1. Case Study
  2. Practical Performance
  3. Role Play
  4. Oral Questioning

Who Should Attend
  • Cleaning supervisors
  • Management personnel of cleaning companies
  • Staff groomed to be in charge of supervising/managing cleaning service operations

Course Duration

2 Days


Total Training Duration (Hour)

Overall Course Duration - 16.25 hours


  • Total Training Hours - 15.00 hours
  • Total Assessment Hours - 1.25 hours



Course Outline
  • Define service and quality standards to be offered in a given operational area in order to meet organisational service objective
  • Collaborate with relevant business partners, customers and colleagues to enhance service planning
  • Use customer feedback and information to improve service planning
  • Develop specific plans that will ensure sustainable and consistent delivery of quality customer service
  • Identify service risks that may occur during service delivery
  • Request for the resources required to execute service delivery plans
  • Develop targets for staff delivering service
  • Check and ensure that planned resources are available when required to support the best possible service delivery
  • Brief relevant staff on their service objectives and targets in accordance with service delivery plan
  • Acknowledge excellent service performance to motivate staff
  • Address problems relating to service operations
  • Encourage feedback from internal and external customers and staff on service operations
  • Collect and review feedback from customers and staff on service operations
  • Evaluate service operations against quantitative targets set
  • Modify service operations in response to evaluation

Certification Obtained and Conferred by

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

TSC Code: EVS-CFC-3005-1.1


Pre-requisites

Please note that the assessment includes a written case study for learners. Learners are encouraged to have:

  • Reading, Listening and Speaking of English to a proficiency level equivalent to the Employability Skills System (ESS) Literacy Level 3
  • Numeracy skills to a proficiency level equivalent to the Employability Skills System (ESS) Numeracy Level 3

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 with 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 $420.00 $457.80
Individual Pricing (Fee payable to Training Provider) Before GST With GST (9%)
SkillsFuture >=21 years old $210.00 $247.80
SkillsFuture >=40 years old $126.00 $163.80
Corporate Pricing (Fee payable to Training Provider)
Non-SME Before GST With GST (9%)
SkillsFuture >=21 years old $210.00 $247.80
SSG Funding >=40 years old $126.00 $163.80
SME Before GST With GST (9%)
Singapore Citizens and Permanent Residents $210.00 $247.80
SSG Funding >=40 years old $126.00 $163.80

Please note that prices are subject to change.
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