Basic Customer Relationship Management
About This Course
Upon completion of this module, candidates will be able to engage customers professionally across various communication platforms by leveraging organisational resources and applying appropriate customer service etiquette. Learners will gain an understanding of how to respond effectively to customer enquiries in alignment with organisational guidelines and communication standards.
The module also equips participants with the knowledge to use the customer service knowledge base responsibly while adhering to Personal Data Protection Act (PDPA) requirements. Additionally, learners will be trained to escalate customer feedback or issues through the correct organisational channels to ensure timely and accurate resolution.
What You'll Learn
– Understand different customer communication channels and how they support service delivery.
Reasons for engaging with customers over various platforms
– Learn why organisations use multiple platforms to enhance accessibility, responsiveness, and customer satisfaction.
Types of available organisational resources
– Identify tools, systems, and support materials that assist in delivering consistent and accurate customer service.
Methods to portray professional etiquette over various platforms
– Apply appropriate tone, behaviour, and communication styles according to platform and organisational expectations.
Principles of effective communication
– Understand clarity, empathy, active listening, and message structure to improve customer interactions.
Methods to escalate feedback
– Learn the correct procedures for escalating complaints, concerns, and feedback to the appropriate departments.
Structure of customer service knowledge base
– Understand how information is organised and how to navigate and use the knowledge base effectively.
Personal Data Protection Act (PDPA) requirements pertaining to customer service knowledge base
– Apply PDPA guidelines to protect customer information while accessing, recording, or sharing data.
Entry Requirements
Aged 21 years old
1. Singapore and PR
Possess a minimum credit in English at GCE “N” Level or its equivalent.
2. International
IELTS score 4.5 or TOEFL iBT score 32.
High School Diploma equivalent to GCE ‘N’ Levels with minimum grade C6 for 3 subjects, including English and Mathematics.
3. ALL Students are required to have basic computing skills - i.e., able to turn on the laptop, use the mouse, drag, and drop files, use online search engines for research; and be a competent user of Microsoft Office.