Turning Challenging Clients into Centers of Influence (COI)!

This course is mapped to WSQ Respond to Service Challenges (Course Code: TGS-2019504473) and eligible for the use of SkillsFuture Credit.

Course Fee Funding

*Accreditation of Generic points will be subjected to the approval of your respective agency’s KEO with a valid e-certification of attendance.

Training Duration
16.00 hours, Full Time
Course Language
English

Course Content

This training equips client-facing professionals with essential skills for addressing difficult client situations using effective communication, both verbal and non-verbal. Participants learn to recognize early signs of potential service issues and apply strategic service recovery methods to not just salvage, but manage the challenges with finesse so that the relationship with the client not only remains intact but potentially becomes stronger than before. This concept, often referred to as the service recovery paradox, suggests that clients may end up more satisfied after having a problem effectively solved than if they had never encountered a problem in the first place. Essentially, it's about turning service setbacks into opportunities and building greater client loyalty.

Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG). The course is a joint collaboration between RIA School Of Real Estate and Service Quality Centre Pte. Ltd.

Course Objectives

1. Recognise triggers that may lead to potential service challenges
2. Use service recovery strategies to respond effectively to preserve and strengthen the client relationship
3. Escalate unresolved service challenges in accordance with the organisation’s guidelines

Minimum Entry Requirement

Basic entry requirement to the real estate industry, learners will have at least: - 4 GCE O levels or equivalent - Level 5 and above Workplace Literacy and Numeracy (WPLN) assessment in these 5 components (Reading, Listening, Speaking, Writing and Numeracy). - Main language: English

NOTE: By clicking on the "Expression Of Interest" button below, you consent RIA and its course provider to use the data for the sole purpose of checking your eligibility for WSQ funding and will be informed of the government grants available to you before payment of course fees.