Consumer Behaviour (part of the MC5 of Diploma in Business Practice (Customer Relationship & Service Management))
About This Course
This is part of Modular Certificate in Customer Relationship Management (MC5) of Diploma in Business Practice (Customer Relationship & Service Management).
This module consists of 30 hours of training.
What You'll Learn
1. Identify the key strategies and practices of CRM with respect to managing customer satisfaction, loyalty, and customer-focused initiatives.
2. Explain how companies can optimise relationships in social media platforms by applying the framework of integrating people, process and technology with every customer.
3. Recommend how companies can enhance customer engagement for effective relationship building by using Social CRM strategies.
4. Illustrate how companies can personalise customer service and communication strategies by developing systematic ways to harvest information from social media conversations and communities
5. Identify the common pitfalls and key challenges with respect to the deployment of Social CRM.
Entry Requirements
Applicants with any of the following qualifications are invited to apply for the course:
1. Minimum of 3 GCE ‘O’ Level credits, including English, Mathematics and at least 1 year of relevant working experience;
2. NITEC with GPA ≥ 3.5 OR
GPA ≥ 3.0 and at least 1 year of relevant working experience;
3. Higher NITEC with GPA ≥ 2.0 OR
GPA ≥ 1.5 and at least 1 year of relevant working experience;
4. NITEC in Services / Technology with GPA ≥ 3.5 and at least 1 year of relevant working experience;
5. Higher NITEC in Services / Technology with GPA ≥ 2.0 and at least 1 year of relevant working experience;
6. Relevant WSQ Advanced Certificate (or higher), and at least 1 year of relevant working experience and Workplace Literary & Numeracy (WPLN) at Level ≥ 6.
7. Others - At least 2 years relevant work experience (subject to interview/assessment).
Recognition of Prior Learning (RPL)
Applicants who do not meet the entry r