Growing Enterprises Module 3: Customer (English & Mandarin)
- Innovation & Business Improvement
This programme is conducted on-campus.
To use your SkillsFuture Credit, please submit your claim through our payment portal. Do not submit the claim manually via the SkillsFuture page. Please refer to our step-by-step guide here.
3 days
Weekdays (9am - 6pm)
Singapore Management University
Who Should Attend
Business owners, Management, Key Personnel and those who wish to gain a comprehensive coverage of the key areas driving the Growth of Enterprises should attend ALL four tracks while the operational tracks in PEOPLE, SERVICE and SALES are highly recommended for supervisory and line personnel.
Programme Requirements
Literacy in English as a Language Medium
Attendee is required to possess basic literacy to read and understand spoken English. Mandarin interpretation will be provided to those who require assistance to comprehend key concepts upon request and subject to availability.
Commitment to Participation and Submit Progress Updates
The Programme requires a high level of commitment from attendees in the participation of activities during on-site sessions and submission of progress updates after the workshops. A report on Punctuality and overall Attendance of learners will be submitted to the sponsoring Enterprise.
Interview to Determine Suitability for the Programme
The programme reserves the right to accept only those who demonstrate a strong desire to learn and progress. Interviews on the reason for attending the programme may be conducted to assess the suitability of applicants.
Overview
Where Strategies Meet Results in People, Customers and Sales
Service Enhancement is the Third Track of the RESULTS Programme and equips the learner to Think, React and Create with progressiveness towards attracting, retaining, and growing customers. The comprehensive modules shift the learner’s mindset towards service orientation to manage daily challenges and rise above the crowd by creating positive experiences for customers.
This module is available on a standalone basis.
Learning Objectives
- Adopt a progressive customer-oriented mindset to raise service standard
- Respond and manage daily service challenges and incidents to reduce complaints
- Evoke positive emotions at various customer touchpoints to drive compliments
- Establish a customer engagement & communication plan to increase retention
- Develop initiatives and intervention activities to close service gaps
Topic/Structure
- Shifting towards the progressive mindset
- The secrets of customer service
- Managing customers and situations
- The customer FIRST framework
- Providing excellent service
- Service touchpoints
- Standard Emotional Procedures (SEP)
Assessment
CERTIFICATION
Upon meeting the attendance and assessment criteria, participants will be awarded a digital certificate for participating in each module. Please refer to our course policies to view the attendance and assessment criteria.
Upon completion of all modules required for this programme within a maximum duration of 2 years, participants will be awarded a digital certificate.
Calculate Programme Fee
Fee Table
| EMPLOYER-SPONSORED | |||
|
PARTICIPANT PROFILE |
SELF-SPONSORED |
SME |
NON-SME |
|
Singapore Citizen < 40 years old Permanent Resident LTVP+
|
$981 (After SWDA Funding 70%) |
$381 (After SWDA Funding 70% |
$981 (After SWDA Funding 70%) |
|
Singapore Citizen ≥ 40 years old |
$381 (After SWDA Funding 70% |
$381 (After SWDA Funding 70% |
$381 (After SWDA Funding 70% |
|
International Participant |
$3,270 (No Funding) |
$3,270 (No Funding) |
$3,270 (No Funding) |
All prices include 9% GST
Please note that the programme fees are subject to change without prior notice.
Post Secondary Education Account (PSEA)
PSEA can be utilised for subsidised programmes eligible for SkillsFuture Credit support. Click here to find out more.
Self Sponsored
SkillsFuture Credit
Singapore Citizens aged 25 and above may use their SkillsFuture Credits to pay for the course fees. The credits may be used on top of existing course fee funding.
This is only applicable to self-sponsored participants. Application to utilise SkillsFuture Credits can be submitted when making payment for the course via the SMU Academy TMS Portal, and can only be made within 60 days of course start date.
Please click here for more information on the SkillsFuture Credit. For help in submitting an SFC claim, you may wish to refer to our step-by-step guide on claiming SkillsFuture Credits (Individual).Workfare Skills Support Scheme
From 1 July 2023, the Workfare Skills Support (WSS) scheme has been enhanced. Please click here for more details.
Employer Sponsored
Enhanced Training Support for SMEs (ETSS)
- Organisation must be registered or incorporated in Singapore
- Employment size of not more than 200 or with annual sales turnover of not more than $100 million
- Trainees must be hired in accordance with the Employment Act and fully sponsored by their employers for the course
- Trainees must be Singapore Citizens or Singapore Permanent Residents
- Trainees must not be a full-time national serviceman
- Trainees are eligible for ETSS funding only if their company's SME status is approved prior to the course commencement date. To verify your SME's status, please click here.
Please click here for more information on ETSS.
Absentee Payroll
Employers who sponsor their employees for the course may apply for Absentee Payroll here. For more information, please refer to:
AP Guide (Non-SME Companies)
Declaration Guide (SME Companies)
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Course commencement is subject to sufficient enrolment and confirmation by SMU Academy.
*Registration will close 5 calendar days before the course start date, or once the class is full, whichever comes first.
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