||Mar 2022 (Mon & Wed)
No doubt disruptive technologies have brought about necessary transformations for businesses to thrive in this digital age, the human element will remain to be an integral part of the retail landscape. This has given rise to 'New Retail' - an integration part of the retail landscape. This has given rise to 'New Retail' - an integration of offline and online platforms by leveraging on data technology to help retailers detect consumer behaviour and preferences to provide a more meaningful customer experience. This means that today's Retail Associates are no longer just a service personnel but one who needs to engage, communicate, connect, and provide solutions to customers. Associates need to be resilient and adaptable to new challenges and expectations in the digital environment while enhancing and delivering exceptional customer experience.
In the new retail era, one requires a fresh mindset and knowledge to cope with new expectations in this evolving retail workplace. Our latest WSQ Certificate in Retail (Operations) (CRO) will help you to acquire these essential skills to becoming more efficient, productive, and ready in today's omni-channel world of retailing.
This programme equips you with critical operational skills to provide customer-centric business excellence, product and service innovation and equip you with a better understanding of current and emerging retail technology to leverage these platforms in engaging and meeting changing customer expectations in the evolving retail landscape.
To achieve a full qualification, individuals must successfully attain competency in all the following modules:
Adapt to Change (15 hours)
Recognise both local and global trends that bring about changes impacting the workplace, job roles and responsibility. Adapt to cope with new workplace expectations and embrace lifelong learning for continuous upskilling to improve employability and growth potential in an evolving and diverse workplace.
Service Excellence (15 hours)
Equip with the service mindset in providing excellent customer service. Identify critical moments of truth and escalate areas of improvement that will enhance the customer experience. Recognise and embrace the essential customer service skills in delivering exceptional customer experience.
Service Challenges (15 hours)
Recognise the challenges brought about by evolving technology and customer behaviour in the service environment. Understand the importance of addressing these service challenges with the aim to deliver great customer experience.
Service Leadership (15 hours)
Recognise the role that one plays in contributing to the customer interactions and experience with the brand while aligning with the company’s service vision, mission, and values. Understand the customer journey and seek opportunity to explore, innovate, nurture, and improve the customer experience.
Workplace Communications (15 hours)
Establish a culture of good communication is essential in the evolving workplace. Understand the process of exchanging information and ideas, both verbal and non-verbal, is critical in enhancing team effectiveness in a diverse workplace.
Productivity Improvement (15 hours)
Understand the importance of productivity at workplace and how it can turn the workplace into a more healthy and happy working environment and bring about positive impact to service delivery and customer experience.
- Day Class: 2 months (twice a week)
- Night Class: 4 months (twice a week)
- GCE ‘N’ level Credit (at least C5) in English and Mathematics or Workplace Literacy and Numeracy (WPLN) score: Level 4 for Reading, Listening and Numeracy, and
- With at least 1 year working experience in retail or 2 years in non-retail sector
|Full Qualification (6 modules) Full Course Fee (before GST)
|Singapore Citizen/Singapore PR (SPR) (70% funding)
|Singapore Citizen 40 years and above1 (90% funding)
|Singapore Citizen/SPR sponsored by SMEs2 (90% funding)
Fees include prevailing GST
Funding Eligiblity Period: 1 Oct 2021 to 30 Sep 2024
Subsidy Update: From 1 Jan 2022, SkillsFuture course funding will be revised to a baseline of 70% subsidy, with an additional 20% subsidy (up to 90% subsidy in total) for SMEs and Mid-career individuals (Singapore citizens above 40 years old).
1Fee is under the Mid-career Enhanced Subsidy
2Fee is under the Enhanced Training Support for SMEs (ETSS)
This course is also eligible for the following:
For self-sponsored participants:
For company-sponsored participants:
For SkillsFuture course reference, please click here.
For more information about funding and support, click here.
All applications will be evaluated to determine their suitability for admission into the programme. The outcome of all applications will be communicated to applicants before the start of the earliest available intake subjected to submission of the required supporting documents and the minimum enrolment to start a class.