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Retail Skills Framework

Working Together for Professional Service

Full Course Fee
$450.00
Company Sponsored SME
$45.00
*After funding for Singaporeans & PRs)
Company Sponsored Non-SME
$158.96
*After funding for Singaporeans & PRs)

What you will learn

  • Recognise the importance of inclusiveness
  • Demonstrate the use of emotional intelligence and resilience to handle diversity in a service environment
  • Monitor their own actions in handling diversity
  • Leverage on available organisational resources when engaging with customers over various platforms
  • Portray professional etiquette and escalate feedback received over various platforms.

Prerequisites

Able to speak, listen and read English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification (ES WSQ) Workplace Literacy (WPL) Level 3.

Who should attend

  • Customer-facing Staff
  • Customer Service Representatives
  • Call Centre Officers
  • Store Advisors
  • Service Crew

Methods of Learning

We use a number of experiential methods of learning in this module:

  • Mini-lectures
  • Experiential learning with practical role-plays
  • Exercises and case studies
  • Real life examples and group discussions
  • Games

Assessments

Trainees are required to undertake assessments which may take the form of:

  • Role-plays
  • Oral questions
  • Written assessment

What you will take away with

Trainees who have successfully demonstrated competence in all the knowledge and skills requirements in this programme will be awarded with 2 Statement of Attainments (SOAs) by SkillsFuture Singapore (SSG).

  1. Work in a Diverse Service Environment
  2. Contribute to Customer Service over Various Platforms
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Course Dates
  • 14 & 15 Mar 2022 (9:00am to 6:00pm)
  • 30 & 31 May 2022 (9:00am to 6:00pm)
Duration
    2 days (16hrs)
Location
    Online or In-Person
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Retail Skills Framework Modules

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