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Course Overview

This subject covers service quality concepts and principles. It also emphasises the strategy and style of management that service organisations can adopt in customer relationships to gain a competitive advantage in the marketplace. The focus is on service management, customer satisfaction and developing quality service solutions.

 

Objectives

The aims of this subject are to:

  • Equip students with the basic knowledge of customer-focused culture and the concepts of customer loyalty.
  • Equip students with the essential knowledge in customer service and the management of service quality.
  • Provide students with the knowledge and skills of service recovery and handling complaints effectively.

Entry Requirements

Applicants applying for modular units which are drawn from existing full diploma or post-diploma programmes will have the same minimum entry requirements as the full qualifications.

 

To find out the minimum entry requirements specific to this modular course, please click here.

What You'll Learn

  1. Explain the impact of services to the economy and describe the nature of services.
  2. Explain the importance of customer-focused service culture and describe the concept of customer loyalty.
  3. Analyze the Gap of Service Quality and better understand their own service orientations.
  4. Demonstrate the essential skills of Customer Service.
  5. Discuss the behaviour, expectation and perception of customers.
  6. Describe the techniques behind service recovery processes and demonstrate how to handle complaints effectively.

 

Modes of Assessment

Continual Assessment 100 %

 

Certification

Upon successful completion of the modular unit, students will be awarded a Statement of Result which can count towards the attainment of the Diploma in Engineering (Operations & Systems Management).

Course Schedule / Apply

Intake Info Application Period Course Duration

18 October 2021

03 May - 19 July 2021

7pm - 10pm
(weekday)
1-2 times a week 

APPLY

Steps to follow in your application:

 

Step 1 - Enter NRIC/ Passport No.

Step 2 - Select UEF – Modular - Engineering (Operations & Systems Management) and course commencement date.

Step 3 - Enter personal, qualification, employment and sponsoring details (if applicable).

Step 4 - Select, rank your preference for the selected subject(s) and indicate the number of subject(s) you wish to take. Please note that the subject start date(s) denotes the semester start date.

Step 5: Make declaration and submit online application.

Course Fees

Fee Type  Total Fees
(w GST)
SME-employed Singapore Citizens & Permanent Residents S$112.92 
Singapore Citizens aged 40 & above
S$109.14 

Singapore Citizens aged below 40

S$166.92
Singapore Permanent Residents  S$1,097.82
Others & Repeat Students S$1,097.82

SkillsFuture Credit Approved. For more details, please click here.  

With effect from 1 Jul 2020, the Workforce Training Scheme (WTS) will be replaced by Work Support Scheme (WSS), for more information, please visit:

https://www.wsg.gov.sg/programmes-and-initiatives/workfare-skills-support-scheme-individuals.html

Course Contact

  • 67881212
  • 8.30am – 6.00pm (Mon – Thu)

    8.30am – 5.30pm (Fri)

    Closed on Sat, Sun & Public Holidays

    Due to Safe Management Measures, our office is currently closed.

    Please call or email us your enquiry.

    Thank you for your patience and understanding.

  • Website: https://www.tp.edu.sg/tsa
  • Temasek SkillsFuture Academy
    Temasek Polytechnic
    East Wing Block 1A, 
    Level 3, Unit 81
    21 Tampines Ave 1
    Singapore 529757

  • Temasek Polytechnic reserves the right to alter the course, modify the scale of fee, amend any other information or cancel course with low enrolment.

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