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Customer Management (SSO L3)

Customer Management (SSO L3)

Course Ref. No. : TGS-2018500602

Course Validity and Funding Support Period : 3 December 2020 to 31 May 2025

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

Who should attend

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

Minimum Entry Requirement

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


    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
  1. Case Study (written test)
  2. Practical Performance
  3. Role Play
  4. 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


  • 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.

Information on SSG funding guidelines is available at:
Funding for Individuals
Funding Support for Employers