Customer Management (Level 3) AOP

About This Course

Assure Safety Pte Ltd intends to offer training to both commercial and residential cleaners. To deliver quality cleaning outcomes to service buyers, cleaning industries are committed to deepen the technical skillset of the cleaners. There has been an increase in the demand for cleaning services. In addition, The Government had jointly accepted the Tripartite Cluster for Cleaners (TCC)’s recommended mandatory training requirement under the Skills Framework for Environmental Services. The enhanced training requirement would equip cleaners with the knowledge and skills needed to carry out their work safely, as well as achieve higher productivity and better service delivery. From 31 December 2022 onwards, cleaning businesses must ensure that all cleaners attain:

(i) one Workplace Safety and Health (WSH) module, AND

(ii) one Core module

What You’ll Learn

The following performance gaps were tabulated based on consolidated feedbacks from the various stakeholders in different cleaning companies. They have provided insights over the worker’s performance and competency issues in Customer Management (L3) AOP.

LO1: Implement Organizational Procedures for Effective Customer Handling

LO2: Apply Effective Decision-Making Techniques to Address Service Challenges

LO3: Identify and Apply Effective Communication Skills for Collaborative Problem-Solving with Customers

LO4: Apply Effective Problem-Solving and Solution Implementation Techniques to Address Service Abnormalities

Relevant Job Role(s)

Those job related to effective communication and customer services.

Minimum Entry Requirement

Assumed Skills and Knowledge

• No formal qualification or education.

• Able to speak, listen, write, and read English with Numeracy skills at a minimum proficiency level of the Employability Skills System i.e., Workplace Literacy and Numeracy(WPLN) Level 2. Assumed Attitudes

• Have knowledge on own work role and corresponding responsibilities.

• Have knowledge of the cleaning agents used in performing cleaning activities.