Critical Core Skills - Customer Orientation
CRITICAL CORE SKILLS (CCS) : Interacting with Others : Customer Orientation

Enhance your customer orientation skills and deliver an effective customer experience with our Critical Core Skills (CCS) : Interacting with Others : Customer Orientation course!

In this comprehensive program, you will learn how to identify the needs of customers, both internal and external, and respond in a way that delivers an effective customer experience. You will learn how to demonstrate an understanding of customer needs or objectives and build relationships with customers to anticipate their needs and solicit feedback.

You will also learn how to foster the creation of an effective customer experience, ensuring that your interactions with customers are positive, productive, and result in a great customer experience.

By the end of this course, you will have the critical core skills necessary to effectively interact with customers, deliver an outstanding customer experience, and build positive relationships that drive customer satisfaction and loyalty. Don’t wait, enroll in our Critical Core Skills (CCS) : Interacting with Others : Customer Orientation course today!

Start on
TBA
Duration
42 Hours
Program Fees
$1310

Elevate your customer orientation skills and deliver outstanding customer experiences with our Critical Core Skills (CCS) : Interacting with Others : Customer Orientation course!

This comprehensive program is designed to help you develop the critical core skills necessary to effectively interact with customers and deliver an outstanding customer experience. With three modules, you'll learn how to:

Module 1: Demonstrate an understanding of customer needs or objectives to respond in a way that delivers an effective customer experience

Module 2: Build relationships with customers to anticipate their needs and solicit feedback to improve the customer experience

Module 3: Foster the creation of an effective customer experience.

By the end of this course, you'll be equipped with the skills necessary to understand customer needs, build positive relationships with customers, and create an outstanding customer experience that drives customer satisfaction and loyalty.

Prioritise Customer Orientation (14 hours)

(Customer Orientation - Basic)

Learning Outcomes

Upon completion of this programme, learners will be able to:

  • A1: Analyse customer needs or perspectives to identify appropriate responses or actions
  • A2: Demonstrate positive outlook and behaviour in customer interactions in line with organisation’s customer experience philosophy
  • A3: Respond to customer requests in accordance with the organisation's service policies and procedures
  • A4: Identify potential customer experience issues to be escalated
  • A5: Collect data to measure defined customer experience parameters or metrics
  • A6: Suggest potential methods to improve customer experience
  • A7: Apply learnings from customer feedback to improve


Practice successful customer orientation (14 hours)

(Customer Orientation - Intermediate)

Learning Outcomes

Upon completion of this programme, learners will be able to:

  • A1: Analyse multiple information sources on customer behaviour and trends to anticipate customers’ needs and expectations
  • A2: Evaluate customer needs to prioritise responses or action based on urgency and criticality
  • A3: Analyse customer engagements and conduct follow-up actions to analyse customer experience
  • A4: Manage critical customer issues and identify appropriate service recovery interventions
  • A5: Analyse customer experience metrics to identify areas for improvement or gaps in customer experiences
  • A6: Recommend changes to the organisation's service policies or procedures to improve customer experience
  • A7: Implement strategies to maintain relationships with customers to cultivate loyalty and trust


Create wonderful customer experience (14 hours)

(Customer Orientation - Advanced)

Learning Outcomes

Upon completion of this programme, learners will be able to:

  • A1: Establish the organisation’s customer experience philosophy and strategy for service delivery
  • A2: Guide the development of service policies and procedures to create a customer experience which prioritises customer needs or objectives
  • A3: Balance strategic and operational requirements against the fulfilment of customer needs to design effective customer experience management strategies
  • A4: Evaluate the impact of emerging industry and market trends on the customer experience to pre-empt customer issues
  • A5: Champion customer-oriented behaviours across the organisation
  • A6: Define metrics to measure customer experience
  • A7: Advocate for continuous improvement in customer experience across the organisation to drive service excellence

Basic Level

  • Age Group: 25 years old to 65 years old
  • Target Audience: Non-PMET, Young School Leavers, Senior/ Retirees, New Workforce Entrants
  • Educational Background: N/O Level, NITEC
  • Literacy Level: WPLN Level 3
  • Working Experience: 1 year
  • Job Role/s: Non PMET, Service Ambassador, Office Workers, Internal Operational (e.g. Operations, IT, Accounting, Etc.)

Intermediate Level

  • Age Group: 25 years old to 65 years old
  • Target Audience: PMET, New Graduates
  • Educational Background: A' Level, Diploma (Polytechnic/ PEI)
  • Literacy Level: WPLN Level 4
  • Working Experience: 3 years
  • Job Role/s: Executives, Assistant Manager, Team Leader

Advanced Level

  • Age Group: 30 years old to 65 years old
  • Target Audience: PMET
  • Educational Background: Diploma (Poly/PEI), Degree, Professional Qualification
  • Literacy Level: WPLN Level 5
  • Working Experience: 8 years
  • Job Role/s: Senior Manager, Professionals, Entrepreneur, C-Suites

Micro-learning facilitated session, embedded with Coaching and Asynchronous contents

Basic Level: S$340

Intermediate Level: S$420

Advanced Level: S$550

*All prices are exclusive of 8% GST. GST are based on full course fees, before SSG funding.

KEY Facilitators
Paulynn Tan
Associate Trainer

Paulynn has a Masters of Art in Educational Management from the National Institute of Education. Her core strengths lie in business communication and pedagogy. She possesses an Advanced Certificate in Training and Assessment (ACTA).

Irene Wee
Associate Trainer

A former Singapore Armed Forces Human Resource practitioner, Irene is backed with 30 years of experience covering the HR value chain and operations. Her critical strengths lie in effective communication skills, strong interpersonal relationships, coaching and counselling, strategy planning and management, process re-engineering, operations management, leadership and management, decision-making. She has a Masters of Training and Development from Griffiths University and a Masters of Business Administration from University of Western Australia. She is also ACTA certified.

Steven Seek
Associate Trainer

Steven has more than 30 years' experience in senior management and consulting, coaching, and training. He is passionate about helping people achieve success in different seasons of their personal and professional lives. Believe everyone has talents and potential. His key skills are in strategic planning and business execution as well as leadership and people management. Steven holds a Bachelor of Science (Economics) from the University of London, and is ACTA certified.

William Chua
Associate Trainer

Armed with 20 years of classroom experience with adult learners, William has a Master in Business Administration from Anglia Ruskin University, UK and Advanced Certification in Training & Assessment (ACTA). He is also a Master Enneagram Executive Coach and an NLP Master Practitioner. His core competencies are in service management, entrepreneurship and leadership.

John Seow
Associate Trainer

John has a passion to help people and organizations become more effective. He has developed, designed, and delivered effectively programs related to Supervisory, Managerial and Leadership skills, Performance Management, Change Management, Influencing & Coaching Skills, Communication & Interpersonal Skills, Consulting & Facilitation Skills, Train-the-Trainer & Presentation Skills, Personal Effectiveness and Team Building. John has a Master of Business Administration from University of Southern Queensland and is ACTA certified

FAQs
Questions? Check the frequently asked questions below.

For face-to-face class, a hard copy learner’s guide will be given, for L1 and L3 modules. For L4 and L5 modules, materials are available in TVI Online (Learning Management Systems).


Our course consultant will advise you if you need to bring along a laptop. You also have the option to loan a laptop from us for the duration of the course. You may also want to bring along a jacket in case the room gets cold.

For online classes, do ensure you have a functional laptop and have Zoom installed prior to class.

You are required to have basic computer navigational skills such as opening and closing, dragging and dropping, copying and pasting of files.

In partnership with Fish4Talents, Training Vision Institute's subsidiary for career coaching and talent solutions provider, we will provide learners exclusive career coaching upon completion of modules.

Yes, we have funding available for self-sponsored (individuals) - up to 50% or 70% funding, and company-sponsored (SME or Non-SME). For more information, you may visit here.

https://trainingvision.edu.sg/faqs/

You can sign up for this course through this link. Once you have registered for the course, our course consultant will follow up with you via email regarding your course registration.

https://trainingvision.edu.sg/contact-us/

Once you have registered for the course, you will receive a detailed step-by-step user guide on how to claim your SkillsFuture Credit. Our course consultant will be able to assist you if you require any help along the way.

If you are still unsure whether this course is suitable for you, please leave your contact details here. A course consultant will get in touch with you to recommend the appropriate course(s) based on your learning objectives.

Still have answered questions? Check out the FAQ page or submit an enquiry.

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