About this Course

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.

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
  

Who should attend

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

Pre-requisites

N.A

Course Duration

16 hours / Full Time

Course Outline

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.

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.

Medium of Instruction & Trainer : Trainee Ratio

English

Trainer : Trainee Ratio is 1:24

Mode of Assessment

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

Certification Obtained and Conferred by

Participants who have successfully demonstrated competence in all the knowledge and skills requirements in this training and assessment package will be awarded with a Statement of Attainment (SOA) awarded by WDA plus certificate of attendance by LHUB.

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