SkillsFuture Singapore (SSG)

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.

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

Learners are assumed to:
1. Have an understanding of the organisation’s vision, mission, values, processes and procedures
2. Have an understanding of the organization’s product and service offering
3. Have an understanding of the organization’s service excellence procedures and practices and be able to impart service practices to peers, juniors and subordinates
4. Have 2 years of experience in a service-related capacity
5. 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

Not Specified