DIPLOMA IN BUSINESS PRACTICE (CUSTOMER RELATIONSHIP AND SERVICE MANAGEMENT)

DIPLOMA IN BUSINESS PRACTICE (CUSTOMER RELATIONSHIP AND SERVICE MANAGEMENT)

About the Course

As the Singapore economy expands, the need for a higher skilled and qualified workforce has become increasingly important in this knowledge-based economy and with the service sector accounting for almost 70% of the economy, good customer relationship and excellent service skills have become a critical asset and a competitive advantage for the industries. Customer relationship and service management will be ever more important for companies in growing their business in the face of digital evolution where customers and the way businesses transact and interact are growing smarter. As the customer journey becomes more complex, it is important to learn about how to leverage on multi-channel marketing and brand channels in making purposeful engagements. Developing stronger relationships and increasing customer value are fundamental as businesses adapt and grow. NYP’s Diploma in Business Practice (Customer Relationship & Service Management) will equip you with the right skillset to manage and improve customer journey and business performance.

  • Course Aim

    The Diploma in Business Practice (Customer Relationship & Service Management) aims to provide participants wih a broad-based business education in addition to skills and knowledge specific to customer relationship and service management. The modular certificate course helps participants develop skills in various aspects of business operations. Participants can expect to apply the acquired knowledge in their area of work to eventually achieve their professional goals.
  • Target Participants

    The programme is suitable for:

  • Executive and corporate support staff handling administrative and support functions, and who want to enhance their employability, capabilities and market value through a formal qualification to move up to the next level of their career path. 
  • Technical support staff working in service sectors who wish to obtain the “breadth” in business operations so as to enhance their employability and capabilities within the organisation. 
  • Working adults who wish to join the service sector, and would like to have a better knowledge and understanding in customer relationship and service management so as to improve their service skills and to advance their career.
  • Certification

    Participants will receive a Modular Certificate upon successful completion of each semester and will be conferred the Diploma in Business Practice (Customer Relationship & Service Management) upon completion of five designated Modular Certificates.

  • Admission Requirements

    Applicants with any of the following qualifications are invited to apply for the course: Minimum of 3 GCE ‘O’ Level credits, including English, Mathematics and at least 1 year of relevant working experience; NITEC with GPA ≥ 3.5 OR GPA ≥ 3.0 and at least 1 year of relevant working experience; Higher NITEC with GPA ≥ 2.0 OR GPA ≥ 1.5 and at least 1 year of relevant working experience; NITEC in Services / Technology with GPA ≥ 3.5 and at least 1 year of relevant working experience; Higher NITEC in Services / Technology with GPA ≥ 2.0 and at least 1 year of relevant working experience; Relevant WSQ Advanced Certificate (or higher), and at least 1 year of relevant working experience and Workplace Literary & Numeracy (WPLN) at Level ≥ 6. Others - At least 2 years relevant work experience (subject to interview/assessment).   Recognition of Prior Learning (RPL) Applicants who do not meet the entry requirements may be considered for admission to the course based on supporting evidence of competency readiness. Suitable applicants who are shortlisted may have to go through an interview and/or entrance test. The Polytechnic reserves the right to shortlist and admit applicants.
  • Course schedule (conducting days & time)

     The programme can be completed in 5 semesters or 2.5 years. Lessons will be held three evenings a week, from 7pm to 10 pm for each session. The next intake commences on 18 October 2021. Course will be opened for online applications from 14 June to 26 July 2021.
  • What You'll Study

    MODULAR CERTIFICATE IN BUSINESS COMMUNICATIONS & ANALYTICS

    Module 1: ORAL COMMUNICATION IN BUSINESS

    Module 2: EFFECTIVE BUSINESS WRITING SKILLS

    Module 3: BUSINESS STATISTICS

    Module 4: DATA VISUALISATION FOR BUSINESS

    Module 5: WORD PROCESSING & IT PRESENTATION

    Module 6: SPREADSHEET APPLICATIONS

    MODULAR CERTIFICATE IN BUSINESS ESSENTIALS

    Module 1: ORGANISATIONAL BEHAVIOUR

    Module 2: PRINCIPLES OF MANAGEMENT

    Module 3: MICROECONOMICS

    Module 4: MACROECONOMICS

    Module 5: PRINCIPLES OF MARKETING

    MODULAR CERTIFICATE IN SERVICE OPERATIONS

    Module 1: CONTRACT LAW

    Module 2: LEGAL ASPECTS OF BUSINESS

    Module 3: ACCOUNTING FUNDAMENTALS

    Module 4: BUSINESS ACCOUNTING & ANALYSIS

    Module 5: SERVICE OPERATIONS

    Module 6: QUALITY MANAGEMENT IN SERVICES

    MODULAR CERTIFICATE IN SERVICE MANAGEMENT

    Module 1: SERVICE MANAGEMENT

    Module 2: MANAGING INNOVATION IN SERVICES

    Module 3: CUSTOMER EXPERIENCE DESIGN

    Module 4: CUSTOMER EXPERIENCE MANAGEMENT

    Module 5: BUSINESS PROCESS MANAGEMENT

    Module 6: OUTSOURCING MANAGEMENT

    MODULAR CERTIFICATE IN CUSTOMER RELATIONSHIP MANAGEMENT

    Module 1: SOCIAL CRM

    Module 2: MANAGING CUSTOMER RELATIONSHIPS

    Module 3: PRACTICES OF CRM

    Module 4: CUSTOMER PSYCHOLOGY & ANALYTICS

    Module 5: CONSUMER BEHAVIOUR

  • Course delivery methods and assessments

  • The course will be delivered using a combination of lectures, tutorial-based classroom discussions, individual and group research projects and case study-based learning.
  • About 30% of the lessons will be conducted or available through e-Learning/self-directed learning mode. 

    Course assessment will consist of continuous assessments in the form of written tests, class participations, presentations, project work and end-of-semester examinations.

  • Course Fees and Funding

    Please refer to course website.

  • Contact for course enquiries

  • Remarks

    Nanyang Polytechnic (NYP) reserves the right to reschedule/cancel any programme and amend the fees/info without prior notice.