Sales & Marketing,marketing management,
Information and Communications,
Customer Service,
Healthcare,
Personal Services,
Building and Construction,
Customer Service
This programme addresses knowledge and application skills in demonstrating the organisation’s service vision, and recognising the role that one plays in contributing to the service vision.
Provider: Singapore Institute Of Retail Studies (SIRS)
This programme addresses knowledge and application skills in equipping service staff with the mindset to go the extra mile in providing excellent service. It involves demonstrating the qualities and characteristics of a service professional, creating a positive customer experience by offering customised and personalised service, and escalating areas of improvement that may enhance the customers’...
This programme covers knowledge and application skills to build customer confidence in the organization and to develop customer relationships that build customer loyalty. It also involves the know-how of handling service opportunities and escalated service challenges.
This competency unit specifies the skills, knowledge and attitudes required by persons working under supervision to deliver service to customers. It consists of the following elements: Deliver service to customers professionally Respond to customer issues/complaints Handle exchanges, returns and refunds This unit is within the competency category of Sales and Customer Service and is one of the c...
This programme covers the knowledge and application skills to develop new product or services to address customer needs and expectations. It covers the planning, development and implementation process of the newly developed product or service offering.
This programme addresses the skills and knowledge to equip service professionals with the right grooming and professional image required for building confidence and projecting a positive image. It also involves equipping them with a positive and customer-oriented mindset to impress and wow their customers in their day-to-day engagement.
This programme addresses the skills and knowledge required to handle diversity. It includes recognising the importance of inclusiveness, demonstrating the use of emotional intelligence and resilience to handle diversity in the service environment, and monitoring one’s actions in handling diversity.
This programme covers knowledge and application skills in understanding the importance of service innovation and the methods and opportunities that are available for a service staff to generate ideas that contribute to service innovation.
The objective of the programme is to equip in-employment workforce in the service industry and individuals seeking careers in the same industry with generic and portable frontline customer service skills for interacting with customers. It is recognized that service is extended not only to external customers but internal customers as well
This programme covers knowledge and application skills in the delivery of service excellence by utilising organisational service operations resources. It involves the use of effective teamwork to perform service operations in accordance with organisation’s guidelines and escalating service performance issues.
This programme covers the skills and knowledge required for service staff to respond to challenging service situations with the use of appropriate verbal and non-verbal communication techniques. It involves recognising triggers which may lead to service challenges, use of service recovery procedures to respond to the challenges and escalating unresolved service challenges.
This module aims to provide participants with the skills and knowledge to align their organisation’s business processes to comply with the Personal Data Protection Act (PDPA).
This course develops skills, knowledge and attitudes required by persons working under supervision to delivering service to customers.