Course introduction

The London Chamber of Commerce and Industry LCCI International Qualifications are awarded by Pearson Education Ltd. An accredited Awarding Body providing vocational and professional qualification around the world. Pearson is accredited by the UK qualifications regulator, the Office of Qualifications and Examinations Regulation (Ofqual), and many regulatory bodies and Ministries of Education around the world recognise LCCI International Qualifications. Employers, universities and other professional bodies internationally recognise the LCCI international qualifications. LCCIs range of courses is designed to deliver the skills essential for success in todays demanding commercial environment. The Pearson-LCCI winning formula lies in its flexible programme with examination at various levels thus enabling candidates to enter at the most appropriate level for their existing skills. Pearson-LCCI also offer Diplomas and Group Awards to allow candidates to add to their marketable skills and receive professional status.

Course Pre-Requisites

Entry Requirements

16 years & above OR
Minimum of GCE N or O Level OR
Those without formal qualifications but have related work experience, and possess high-school level English standard assessed on case-by-case basis

Course Outline

This qualification is suitable for those who are working, or intend to work, in an environment where direct contact with internal and/or external customers forms a major part of their work. Candidates will develop knowledge and understanding of the elements of Good Customer Service; the ability to apply these elements to realistic situations; an understanding of personal behaviours and processes that enhance service delivery; and the ability to apply these behaviours and processes within the job role, including effective handling of customer complaints and problems.

Syllabus:
1) The Role of Customer Service
2) Delivering Reliable Service
3) Communicating Directly with Customers
4) Handling and Solving Customer Problems

After the completion of the course, students will understand and be able to:
- an up-to-date knowledge and understanding of the role of Customer Service
- the application of recognised customer service principles in realistic situations
- an understanding of the personal behaviours that enhance service delivery
- knowledge and application of effective communication in a customer service context
- an understanding of the effective handling of customer complaints and problems

Duration

TYPE PART - TIME
Local - 35 hrs

Method of Delivery

Lecture

Award Criteria

Certificate of Attendace issued by BMC if the minimum attendance criteria of 75% is met by the student. Certificate of proficiency will be issued by LCCI upon successful completion of the exam conducted by LCCI.

Grading System

GRADING RESULTS
50% - 59% = PASS
60% - 74% = PASS WITH CREDIT
75% and above = PASS WITH DISTINCTION

Assessment Information

EXAMINABLE THEORY PAPER (EXTERNAL AWARD BY LONDON CHAMBERS OF COMMERCE & INDUSTRY INTERNATIONAL QUALIFICATIONS, UK) - 4 TIMES / YEAR [MARCH & APRIL (Series 2/On-Demand) / JUNE (Series 3) / SEPTEMBER (On- Demand) / NOVEMBER & DECEMBER (Series 4)].

Expected date of release of Assessment result

Assessment results will be available to the students within 3 months upon completion of the last assessment for that assessment cycle. Appeal (if any) on assessment results must be lodged within 7 days after the release of assessment results.

COURSE DURATION TABLE
TYPE FULL-TIME PART-TIME
Local - N.A - 3 months
SDF - N.A - 35 Hrs
International - N.A - N.A

Fee Structures

All fees are subject to the prevailing Goods and Services Tax (GST) unless specified otherwise.
Course Application Fee is NOT REFUNDABLE.
Do not pay your school fees before you have signed the standard student contract.
All fees quoted are in Singapore Dollar (S$).
Fees are subject to periodic changes without prior notice.
BMC accepts the following methods of payment:

            1.Cash
            2.Cashier's order payable to BMC International College Pte Ltd
            3.Cheque payable to BMC International College Pte Ltd
            4.NETS
            5.Credit cards (VISA, Mastercard, Diners Club & American Express)

Full-Payment Structure

Fees Breakdown/Total Payable (S$)
Course Application Fee (not covered under FPS and not refundable) - $50.00
Tuition Fee (Original Tuition Fee $700 - Discount $210) - $490.00
Course Material Fee - $50.00
Sub-Total Fee (Except Non-GST items) - $590.00
GST - $41.30
Grand Total Amount(1st Payment) Incl GST & Course Application Fee - $631.30

Miscellaneous Fees

Purpose of Fee Amount (S$) and When Payable
Late payment fees $60.00(before GST) - $64.20(after GST)
Replacement of student membership card - $30.00(before GST) - $32.10(after GST)
Re-take examination Admin Fee(per re-sitting)[NO GST] - $50.00[NO GST]

SDF Fee Structure

SDF
A. Tuition Fee Total Payable (S$)
Course Fee - $700.00
Add: GST(7%) - $49.00
Less: Subsidy - $2/HR - $70.00
Total Tuition Fee - $679.00

B. Miscellaneous Fee Amount (S$)
Course Application Fee - $50.00
Course Material Fee - $50.00
Nett Non-Tuition Fee - $100.00
Add: GST(7%) - $7.00
Total Non-Tuition Fee - $107.00
Grand Total (A+B) - $786.00

Total training duration in hours = 35

Remarks:

90% course fee subsidy, capped at $30 per hour for certifiable courses
SDF training assistance covers only the course fees portion(excludes GST, Registration/Admin. Fee, Training Material and Exam Fees)
SDF support level -?Examinable course

Miscellaneous Fees

Purpose of Fee Amount (S$) and When Payable
Late payment fees $60.00(before GST)- $64.20(after GST)
Replacement of student membership card - $30.00(before GST)
$32.10(after GST)
Re-taking examinations(per re-sitting)[NO GST] - $50[NO GST]

COURSE DURATION TABLE
TYPE FULL-TIME PART-TIME
Local - N.A - 3 Months
SDF - N.A.- 35 Hrs
International - N.A - N.A

Bukit Merah Commencement Dates/Timing

7 Oct'15, 7pm to 9:30pm (We/Fr)
9 Dec'15, 7pm to 9:30pm (We/Fr)