EXECUTIVE PROGRAMMES > DEVELOPING CUSTOMER RELATIONS AND MANAGING PEOPLE
S$1,000 (subject to 7% GST)
June & December
Ever walk into a retail store and the salesperson smiles, speaks well, is polite and friendly and not make a purchase? Why do shoppers leave with a sneaking feeling of dissatisfaction? This is not a course on customer service. Customer service is worthless if it does not result in a positive experience for the customer. But why is positive customer experience so important? The outcome of positive customer experience is an emotional bond forged with the customer that has the power to transform him from a browser to a buyer and an advocate. He becomes part of the sales force by singing praises to his family, friends and colleagues about the retailer. When a customer becomes a raving fan, the retailer enjoys increased revenue and market share.
This course is about creating remarkable customer experience. It urges all retailers to begin with the end in mind: focus on the outcome of creating remarkable customer experience for their customers and making it happen. This is more powerful because customers only believe what they experience, regardless of whatever good intentions, aggressive plans and promotional efforts that retailers may have. What a customer experiences is the litmus test that determines whether retailers have succeeded in the customer’s eyes.
Customers today have broad pockets, broad options and broader expectations. Retailers need to dig deep and match the customer experience by going that extra mile, and bringing out that extra smile. One that is not pre-packaged, but borne out of an empowered company culture and character - a smile that is genuine, internalised and loyalty-winning.
After completion, participants will be able to:
WHO SHOULD ATTEND
The course is beneficial for managers and executives who look at retaining customers through motivating a team to deliver exceptional customer experience. It is also suitable for professionals who assume managerial and leadership responsibilities in retail and/or retail-related companies.
There are 21 classroom hours and 2.25 assessment hours. Each written assessment session is 2.25 hours. The course is delivered using lecturers, discussions, case studies and presentations.
The duration of the programme will be 1 month for part-time class or 3 full-day class delivery; lecturers will be held twice a week in the evening or once a week full-day class respectively.
Participant who successfully complete the programme will be awarded two Retail WSQ Statement of Attainment (SOAs) for Manage Service Operations and Manage Customer Relations (CRM) in the Retail Environment and achieve a credit exemption for the module Developing Customer Relations and Managing People under the Diploma in Retail Management by the Retail Academy of Singapore if the participant decides to enrol for the Diploma in the future.
The assessment is 100% written examination.