Customer Psychology & Analytics (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 benefits gained with reference to organisations which build customer relationships using various customer-centric strategies and customer psychology theories.
2. Explain important aspects of the customer decision-making process with respect to the mechanism of consumer learning by using key theories relating to the decision-making process.
3. Illustrate the influence of perception, motivation, self-concept, attitude and persuasion with respect to consumer behavior by applying analysis to understand the challenges of influencing customers.
4. Recommend ways to improve customer relations and enhance customer retention with respect to the use of customer analytics by applying different decision-making tools and techniques
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