Please note that you will be re-directed to Skills Training & Enhancement Portal (STEP)* to sign up for SIRS courses using your SingPass.
This course aims to help retail staff leverage organisational resources effectively to engage customers across the many platforms that they use alternately. In today’s omnichannel environment, retailers must be well-equipped to reach their customers through both physical and digital platforms effectively and in a relevant way throughout the customer service journey. It is imperative, as such, that retail frontline staff must be upskilled on these platforms, as well as gain the necessary understanding of the business knowledge base in order to optimise service delivery. Service excellence is a key differentiating factor contributing to business competitiveness and in turn business success and sustainability. Learners will acquire the knowledge and skills on how to leverage key platforms together with the use of effective communication methods for enhancing customer interaction and engagement, as well as exercise sound judgement in the customer feedback escalation process for appropriate resolutions to be applied.
Registration period
05/11/2025 - 06/03/2026
Course date
12/03/2026 - 12/03/2026
Venue
Singapore Institute of Retail Studies
Course intake schedule information
CXMSA
Mixed Corp
Timing: 0900 to 1800
Registration period
05/11/2025 - 11/05/2026
Course date
15/05/2026 - 15/05/2026
Venue
Singapore Institute of Retail Studies
Course intake schedule information
CXMSA
Mixed Corp
Timing: 0900 to 1800
1 Day Classroom: 9am to 6pm
- Supercharged Customer Experience
- Multiply & Engage by Leveraging on Resources
- Customer Service Knowledge Base (CSKB)
- Professional Etiquette with adherence to PDPA
- Receiving & Escalating Feedback
Course participants will acquire the following Knowledge, Skills and Competencies:
1) Identify the reasons for engaging customers across various platforms
2) Leverage available organizational resources for engaging customers across various platforms
3) Exercise professional etiquette when responding to customers across various platforms using principles of effective communication and in accordance with organizational guidelines
4) Describe the structure of the customer service knowledge base
5) List the PDPA requirements pertaining to the use of the customer service knowledge base
6) Adhere to PDPA requirements when using the customer service knowledge base
7) Escalate feedback received over various platforms using appropriate methods that are in accordance with the organization's guidelines
Senior Retail Associates and equivalent
Category | Price |
Full Fee (Inclusive of GST) | $239.80 |
Singapore Citizen (70% funding) | $71.94 |
Singapore Citizen 40 years and above1 (90% funding) | $27.94 |
Singapore Citizen sponsored by SMEs2 (90% funding) | $27.94 |
Singapore PR (70% funding) | $71.94 |
Singapore PR sponsored by SMEs2 (90% funding) | $27.94 |
*All fees are fully payable to Singapore Institute of Retail Studies.
Fees include prevailing GST
Funding Eligibility Period: 1 Jan 2025 to 31 Dec 2027
^1 Fee is under the Mid-career Enhanced Subsidy(MCES)
^2 Fee is under the Enhanced Training Support for SMEs (ETSS)
SIRS Training Room
11 Eunos Road 8, Lifelong Learning Institute, #08-02/03, Singapore 408601
Nearest MRT: Paya Lebar MRT
This course is also eligible for the following:
For self-sponsored participants:
For company-sponsored participants:
For more information about funding and support, click here.