Full program description

Win Customers for Life (WSQ Establish Relationships for Customer Confidence)

What's In It For Me

  • How to build confidence in your organisation
  • Learn what are the different types of approaches to build rapport with customers
  • How to identify service opportunites through communication

Course Overview

Customer confidence stems from every relationship with the service provider. This aims to equip individuals in a supervisory role to develop knowledge in the organisation's products and service offerings that will enable them to build rapport with customers. Participants will also learn the different approaches of post-sales follow-up, the know-how of handling service opportunities and service challenges to further enhance a customer's experience, which results in building customer loyalty and confidence. This course includes concepts, videos and activities from their unique approach that will support course objectives and enhance the learning journey.

Who Should Attend

Leaders with supervisory leader (i.e. Supervisors, Crew/Section/Team Leader, Assistant Store Managers, Service Team Leaders) who would like to learn how to establish relationships for customer confidence.

Course Duration

16 hours / Full-time

Course Outline

  1. Prepare to establish relationships with customers 
    in this segment, learners will gain awareness of the organisation guidelines and standards. They will identify methods to develop knowledge of an organisation's products and services in order to provide accurate explanation of the features and benefits to the customers confidently. They will also understand customer profiles together with their special needs, and practice both verbal and non-verbal communication skills to establish meaningful relationships with customers.
     
  2. Establish relationships with customers
    Learners will learn and apply the 6 'C's in building rapport with customers. Identifying the various types of post-sales follow-up approaches, participants will explore means to respond to service opportunities and escalate service issues. They will practice resolving service challenges in a concluding activity.

Mode of Assessment

Participants would be assessed through learning activities conducted during the programme.

Certification Obtained and Conferred by

Participants who have successfully demonstrated competence in all the knowledge and skills requirements in this programme will be awarded with a Statement of Attainment (SOA) by SkillsFuture Singapore (SSG). This programme is offered on a modular basis only.

  • Mapped to WSQ Establish Relationships for Customer Confidence

Course Objectives

At the end of the programme, participants will be able to :
  • Develop knowledge on an organisation's product or service offerings and customer profile
  • Establish customer rapport to build customer confidence in accordance with organisational guidelines.
  • Provide post-sales follow up in accordance with organisational guidelines
  • Respond to service opportunities
  • Escalate service challenges to reinforce customer's confidence in the organisation

Pre-requisites

Participants should 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. 

Medium of Instruction & Trainer

English

Trainer : Trainee Ratio is 1:24

Price

Individual Pricing w/o GST w GST
Course Fee S$ 380.00 S$ 406.60
SkillsFuture Funding, >=21 yrs old ^ S$ 108.00 S$ 134.60
SkillsFuture Funding, >=40 yrs old S$ 38.00 S$ 64.60
WTS Funding (95%) S$ 19.00 S$ 45.60
Corporate Pricing
Non-SME w/o GST w GST
Course Fee S$ 380.00 S$ 406.60
SkillsFuture Funding, >=21 yrs old ^ S$ 108.00 S$ 134.60
SkillsFuture Funding, >=40 yrs old S$ 38.00 S$ 64.60
WTS Funding (95%) S$ 19.00 S$ 45.60
SME w/o GST w GST
Course Fee S$ 380.00 S$ 406.60
SkillsFuture Funding, >=21 yrs old ^ S$ 38.00 S$ 64.60
SkillsFuture Funding, >=40 yrs old S$ 38.00 S$ 64.60
WTS Funding (95%) S$ 19.00 S$ 45.60

^ Applicable for Singapore Citizen ABOVE 21 yrs & BELOW 40 yrs old / Singapore PRs

Prices are inclusive of GST and subject to other LHUB miscellaneous fees

Individuals may enjoy UTAP and WTS funding. Terms and conditions apply. For more information, please contact us at +65 6336 LHUB (5482) or email ibe@nextu.com.sg.

When you sign in to your SkillsConnect account, please use the course reference number CRS-Q-0025308-SVCF to find this course. 

WSQERCC