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.
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 Service Representatives
Call Centre Officers
Methods of Learning
We use a number of experiential methods of learning in this module:
Experiential learning with practical role-plays
Exercises and case studies
Real life examples and group discussions
Trainees are required to undertake assessments which may take the form of:
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).
Work in a Diverse Service Environment
Contribute to Customer Service over Various Platforms