Course Information
Be a champion for customer service and learn how to build and manage a robust customer management system.
Learning Outcomes
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_x000D__x000D_Manage customer service follow-up processes
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_x000D_Analyse actual service performance gaps
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_x000D_Utilise service quality improvement tools to improve service delivery process
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_x000D_Apply the Problem-solving method to address service abnormities
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_x000D_Apply Decision-making criteria to evaluate solutions
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_x000D_Review the effectiveness of implemented solution
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Course
Schedule
Course Date: TBC_x000D_
Duration: 2 days_x000D_
Time: 9am to 6pm_x000D_
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Ngee Ann Polytechnic reserves the right to reschedule / cancel any programme, modify the fees and amend information without prior notice.
Lesson Plan
This course consists of 4 modules:
a. Build strong customer relationships_x000D_
b. Maintain strong customer relationship with feedback_x000D_
c. Address complaints and Negative feedback
a. Service Gap Model._x000D_
b. Five Gaps_x000D_
c. Ways to meet Customer Expectations and close the Gap_x000D_
d. Five dimensions of Service Quality_x000D_
e. Measuring Service Quality_x000D_
f. Tools to analyze and address service quality gaps
a. Steps to Effective Customer Service Problem Solving_x000D_
b. Problem Solving Techniques to Mitigate Negative Circumstances_x000D_
c. 4 phases of Customer Problem Solving Situations_x000D_
d. 9-step guide to resolve customer service issues
a. Identify the issue_x000D_
b. Gather relevant information_x000D_
c. Identify the alternatives_x000D_
d. Weigh the evidence_x000D_
e. Choose among the alternatives_x000D_
f. Implement your solution_x000D_
g. Review your decision_x000D_
h. Use Creative Thinking Skills for better Decision-Making.
Certification
A Certificate of Performance will be awarded to participants who achieve at least 75% attendance and pass all required assessment(s)._x000D_
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A Certificate of Participation will be awarded to participants who meet the 75% attendance requirement but did not pass all required assessment(s).
Entry Requirements
Applicants should be working in a relevant industry or have an interest to switch to a supervisory position in the environmental services industry.
Course Fees
| Applicants / Eligibility | Fees |
|---|---|
| Singapore Citizens (SC) below the age of 40 years | $144.45 |
| Singapore Citizens (SC) aged 40 and above | $144.45 |
| Singapore Permanent Residents (PR) | $144.45 |
| Enhanced Training Support for SME Scheme (for SC & SPR) | $54.45 |
| Full Fees | $481.50 |