Customer Management (Level 2)
About This Course
Assure Safety Pte Ltd intends to offer training to both commercial and residential cleaners. To deliver quality cleaning outcomes to service buyers, cleaning industries are committed to deepen the technical skillset of the cleaners. There has been an increase in the demand for cleaning services.
In addition, The Government had jointly accepted the Tripartite Cluster for Cleaners (TCC)’s recommended mandatory training requirement under the Skills Framework for Environmental Services. The enhanced training requirement would equip cleaners with the knowledge and skills needed to carry out their work safely, as well as achieve higher productivity and better service delivery. From 31 December 2022 onwards, cleaning businesses must ensure that all cleaners attain:
(i) one Workplace Safety and Health (WSH) module, AND
(ii) one Core module,
Modules are selected from the list of modules endorsed by the TCC. This proposed singular module on Customer Management (L2) is one of the core modules.
What You'll Learn
What learners are able to do after training?
LO1: Identify customer needs and collect relevant information to assess customer expectations in the cleaning services sector.
LO2: Describe various customer feedback channels and collect feedback to recommend improvements in customer service.
LO3: Identify urgent customer needs through observation and interaction with customers in cleaning services scenarios.
LO4: Tailor customer service to meet specific needs and create a positive customer experience through personalized services.
LO5: Apply basic problem-solving tools to address issues related to customer satisfaction in the cleaning services context.
LO6: Recognize areas of improvement in customer service interactions and escalate them to enhance customer experience.
Entry Requirements
Assumed Skills and Knowledge
• No formal qualification or education.
• Able to speak, listen, write, and read English with Numeracy skills at a minimum proficiency level of the Employability Skills System i.e., Workplace Literacy and Numeracy(WPLN) Level 2.
Assumed Attitudes
• Have knowledge on own work role and corresponding responsibilities.
• Have knowledge of the cleaning agents used in performing cleaning activities.