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About The Course
Course Overview
The Customer Relationship Management Operations (L2) course is designed for professionals seeking to enhance their skills in customer interaction and data management. Participants will develop advanced questioning and listening techniques to better understand customer needs, applying insights to improve products and services, maintain accurate records of customer interactions. This course aligns with the Progressive Wage Model (PWM) by supporting skill development that leads to higher productivity, job satisfaction, and career progression, ultimately contributing to improved customer relationships and business success.
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Learning Outcomes
By the end of this course, you will be able to:
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Apply advanced questioning and active listening techniques to gather customer insights.
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Use customer feedback to enhance product and service offerings.
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Maintain accurate and compliant records of customer interactions.
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Adapt services to meet diverse customer needs, including those with special requirements.
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Monitor and assess customer satisfaction to continuously improve service quality.
Course Content
1. Enhancing Products and Services Through Customer Insights
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Understanding customer preferences and needs
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Effective communication methods to identify customer needs
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Advanced questioning and active listening techniques
2. Customer Relationship Documentation Management
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Best practices for maintaining accurate record-keeping systems
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Effective Documentation of customer relationships
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3. Client Satisfaction Assessment and Diversity Adaptation
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Techniques for monitoring client satisfaction
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Adapting services to diverse customer needs, including special requirements
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Continuous monitoring and adjustment for client satisfaction
Entry Requirements
Who Should Attend?
This course is suitable for learners who are customer-facing
Required years of experience in relevant domain:
They would require at least 1-year of work experience in any industry.
Academic Qualifications:
This Customer Relationship Management Operations (L2) course has no minimum educational requirements. However, it is recommended for professionals with at least 1-year of working experience.
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The assumed skills and knowledge for this unit which the participant is assumed to possess would be:
Read, write and speak English at WPL level 4
Schedule
Mode of Delivery
Classroom facilitation 16h​
Assessment
Written
Roleplay
Duration
Day 1: 0900 - 1800 (8 hours, excluding of 1 hr of lunch break)
Day 2: 0900 - 1800 (8 hours, excluding of 1 hr of lunch break)
Total Course Hours: 16 Hours (Inclusive of 1hr Written Assessment)
*Note that both days require your physical attendance to meet SSG's attendance requirements. ​
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Course Run Details​
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Training Venue | Dates |
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1 Commonwealth Lane, #06-01
One Commonwealth
Singapore 149544 | Refer here for the next course date |
Course Fees
Prices below include GST
Company Sponsored ^ (Non-SME) | Company Sponsored ^(SME, W/ ETSS Funding) | Company Sponsored ^ (SME, Baseline funding) | Self-Sponsored | Customer Relationships Management Operations (L2) |
|---|---|---|---|---|
S$817.50 | S$817.50 | S$817.50 | S$817.50 | Foreigner |
S$292.50 | S$292.50 | S$292.50 | S$292.50 | Singaporean Citizen 40 Years Old & Above |
S$442.50 | S$292.50 | S$442.50 | S$442.50 | Singaporean/PR 21 Years Old & Above |
S$442.50 | S$292.50 | S$442.50 | S$817.50 | Singaporean/PR 20 Years Old & Below |
SkillsFuture Credit (SFC)
​Net Fee payable can be offset by SFC if learner is:
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Singaporean
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25 years old and above
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Has sufficient balance in SFC
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^ Absentee Payroll (AP)
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S$4.50/hr
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S$100,000 cap on maximum AP funding each organisation can claim each year