Advanced Diploma in Customer Service Management

Provided by Avanta Academy

|

Awarded by Avanta Academy


Course introduction

Introduction


The Advanced Diploma in Customer Service Management is a top up programme for those who have successfully completed the Diploma level of this course. This programme is for aspiring professionals with a passion to deepen knowledge and skillsets in the hospitality industry and to pursue global careers.

Through this programme, we aim to prepare learners for career advancement opportunities in Singapore’s fast-growing tourism industry and equip learners with advanced knowledge and skillsets in customer service management. It includes driving service quality and customer satisfaction, and developing service recovery framework, amongst others.

Student to Teacher Ration:

Student to teacher ratio is 1 : 15

Mode of Assessment:

Written Exam, Assignment/Projects
 
Passing Criteria

Minimum passing mark should be above 50%.

Grades
 

Below 49% F
50% to 59% E
60% to 69% D
70% to 79% C
80% to 89% B
90% to 99% A
100% A+



Curriculum Overview


Programme Structure


No. Module Title Contact Hours
(Inclusive of 3 hrs examination)

 
1 Service Environment Management 30
2 HR Policies and Management 30
3 Team Leadership 30
4 Loss Prevention Management 8
5 Staff Training Management 30
6 Service Recovery Development and Management 30
7 Service Quality Management 30
8 Service Excellence and Innovation 30



Entry Requirements


  • Diploma in Customer Service Management (awarded by Avanta Academy) or other recognised Diploma from other institutions
  •  Minimum Grade E in any 3 GCE A Levels including English
  • Minimum of C5 in any 3 GCE ‘O’ Level subjects including English, or its equivalent (i.e. WSQ Work Place Literacy and Numeracy Skills Level 5) with 8 years working experience; or
  • Matured candidates with other relevant certificate qualifications with 5 years of working experience.



Duration & Intake


Programme Duration


1. Full-Time: 7 months
    Total Contact Hours: 210 (No breaks between exams and modules)
    Week Schedule: 5 days per week (3 hrs per day)

2. Part-Time: 7 months
    Total Contact Hours: 210 (No breaks between exams and modules)
    Week Schedule: 1 day per week (8 hrs per day)



Fees & Funding


SGD 3531

 

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