Customer Management (SSO L3)

Course Objectives

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

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

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

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

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	15.00 hours
Total Assessment Hours	1.25 hours (75 mins)
Mode of Assessment	Case Study (written test) Practical Performance Role Play Oral Questioning

Full Course Fee before GST is $420.00.

Full Course Fee with 9% GST is $457.80.

Type	Category of Individuals/Employer Sponsored Learner
	Singapore Citizens and Singapore Permanent Residents (50% Funding)	Employer-sponsored and self-sponsored Singapore Citizens aged 40 years and above (70% Funding)	SME-sponsored local employees (i.e. Singapore Citizens and Singapore Permanent Residents) (70% Funding)
	Funding Source
	SkillsFuture Funding (Baseline)	SkillsFuture Mid-career Enhanced Subsidy	SkillsFuture Enhanced Training Support for SMEs
Full Course Fee	$420.00	$420.00	$420.00
Skills Future Funding	$210.00	$294.00	$294.00
Total Nett Fee	$210.00	$126.00	$126.00
GST (9% x S$420)	$37.80	$37.80	$37.80
Total Fee Payable	$247.80	$163.80	$163.80

Note: SSG Funding is only applicable to Singaporeans & Permanent Residents, and is subject to approval by SSG

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 an 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.