A one-day, hands-on course on assessing customer needs, using feedback to improve service, and handling difficult customers in person, by phone and in writing.
| Course detail | Information |
|---|---|
| Course code | C529 |
| Programme | Non-WSQ |
| Duration | 1 day · 7.5 instructional hours (9:30am – 5:30pm) |
| Registration | View course details and register |
| Provider | Tertiary Infotech Academy Pte Ltd (UEN 201200696W) |
This course equips participants with the skills to assess and address customer needs by collecting and analysing customer feedback. Learners develop an understanding of customer expectations, explore communication channels such as face-to-face, phone and email, and identify opportunities to improve service quality. Through realistic Singapore scenarios, participants strengthen their ability to deliver consistently good service.
Learners also practise managing difficult customers and deciding when to escalate, and learn how to generate return business by closing the loop on feedback and acting on operational insight.
| Outcome | |
|---|---|
| LO1 | Collect and analyse customer feedback to assess needs and expectations using effective communication principles. |
| LO2 | Identify and recommend areas for improvement based on customer feedback and operational insights. |
Learning Unit 1 — Customer's Needs and Feedback
- Understanding Customers & Customer Service
- Establishing Your Service Attitude
- Identifying and Addressing Customer Needs
- In-Person Customer Service
- Customer Service Over the Phone
- Customer Service via Email and Chat
Learning Unit 2 — Improving Customer's Needs Based on Feedback
- Generating Return Business from Feedback
- Recovering Difficult Customers
- Understanding When to Escalate
Nine real-world Singapore case-study activities, one per topic. Each folder holds the activity brief (Markdown + PDF), a reflection worksheet and, for the role plays, an observer checklist. See the activities index.
| # | Activity | Format |
|---|---|---|
| 1 | Mapping the Service Chain at a Singapore Bank Branch | Case Study + Peer Sharing |
| 2 | Attitude and Positive Language at a Changi Airport Service Counter | Role Play + Peer Sharing |
| 3 | Diagnosing Customer Needs at a Growing SME — TechNova Account Review | Case Study + Role Play |
| 4 | The Walk-In Interruption — Retail Service Counter, Bugis | Role Play |
| 5 | The Angry Delivery Call — Logistics Hotline | Role Play |
| 6 | Rewriting the Refund Email — E-Commerce Support Inbox | Case Study + Practical Writing |
| 7 | Closing the Loop — F&B Chain Losing Repeat Customers | Case Study + Group Presentation |
| 8 | Service Recovery Under Pressure — The Wedding Catering Failure | Role Play + Case Study |
| 9 | Drawing the Line — Escalation and Abuse at a Service Counter | Role Play + Decision Exercise |
| Artifact | Editable | |
|---|---|---|
| Slide deck (100 slides) | PPTX | |
| Lesson Plan | DOCX | |
| Learner Guide | DOCX |
assets/ holds the diagrams used in the slides and Learner Guide.
This repository publishes the learner and trainer courseware only. Source reference material is kept private and is not distributed here.
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