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Customer Management (SSO L3)

Customer Management (SSO L3)

Course Ref. No. : TGS-2018500602

Course Objectives

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

Course Outlines

  • 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

You will be awarded a Statement Of Attainment (SOA) upon completion of the course.
TSC Code: EVS-CFC-3005-1.1

Training Information
Mode of Training Classroom
Total Training Hours 22.00 hours
Total Assessment Hours 2.00 hours
Mode of Assessment
  1. Case Study
  2. Practical Performance
  3. Role Play
  4. Oral Questioning
Course Fee & Funding
All course fees shown in below table are inclusive of GST on full course fee.
Full Course Fee Before Funding S$535.00
Nett Course Fee After 90% Funding S$85.00
Nett Course Fee After 80% Funding S$135.00
SSG Funding Information
INDIVIDUALS
Type of Funding Singapore Citizens and Permanent Residents SkillsFuture Mid-career Enhanced Subsidy. Singapore Citizens 40 years or older
Course Fee Funding 80% of course fees, capped at S$17 per hour 90% of course fees, capped at S$25 per hour
SME
Type of Funding Singapore Citizens and Permanent Residents SkillsFuture Mid-career Enhanced Subsidy. Singapore Citizens 40 years or older
Course Fee Funding 90% of course fees, capped at S$25 per hour
NON-SME
Type of Funding Singapore Citizens and Permanent Residents SkillsFuture Mid-career Enhanced Subsidy. Singapore Citizens 40 years or older
Course Fee Funding 80% of course fees, capped at S$17 per hour 90% of course fees, capped at S$25 per hour

Information on SSG funding guidelines is available at:
Funding for Individuals
https://www.ssg.gov.sg/programmes-and-initiatives/training-grants/self-sponsored-training-for-individuals.html
Funding Support for Employers
https://www.ssg.gov.sg/programmes-and-initiatives/funding/funding-for-employer-based-training.html

Course Schedules (September 2021)
Course Code Course Date Location
SSO/004 8, 9, 10, 12 September 2021 (Wed-Fri, Sun)
9:00 am to 6:00 pm
Toa Payoh
SSO/005 18, 19, 25, 26 September 2021 (Thu-Sun)
9:00 am to 6:00 pm
Tampines
*Bespoke STC has the rights to reschedule the course date and timing/ cancel the class