Course Reference Number
CRS-Q-0035329-EVS
Course Overview
This course will equip learners on how to integrate the Customer Relationship Management systems within the organisation to manage customer needs and expectations, to maintain and improve relationships with the customers for sustainable long-term businesses.
Learning Outcomes
At the end of the course, the learners will be able to:
- Explain the importance and purpose of integrating the Customer Relationship Management approach within the organisation’s service processes.
- Formulate an effective Customer Account Management Framework that provides the organisation a more integrated approach to measure and evaluate customers’ needs and satisfaction levels.
- Develop a Customer Service Plan to align the organisation’s customer service activities with customers' needs and expectations.
- Recommend CRM administration tools to adapt and innovate effective service processes to implement the Customer Account Management Framework and Customer Service Plan successfully in the organisation.
Who Should Attend
Executives and managers from the Cleaning Operations, Waste Collection, Materials Recovery, and Treatment and Disposal sectors who are currently in a supervisory or team management role, or aspiring to that role.
Course Duration
Total Hours : 18 Hours
- Training Hours: 16 Hours
- Assessment Hours: 2 Hours
Mode of Delivery
Lectures, Presentations & E-learning
Mode of Training
Full Time/ Part Time
Assessment Method
For this course, you will be assessed based on the following assessment methods.
- Short Answers
- Case Studies
- Oral Questioning
Entry Requirements
Not Specified
Funding Validity Period
01-Feb-19 To 22-Nov-20
SkillsFuture Credit (SFC) Eligible: Yes
All Singaporeans aged 25 and above can use their S$500 SkillsFuture Credit from the government to pay for the approved skills-related courses.
For more information, visit the SkillsFuture Credit Website (https://www.skillsfuture.sg/credit)
