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Diploma in Customer Relationship and Service Management (R34)
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Introduction
<h1> <font color="#caa166">Diploma in Customer Relationship and Service Management (R34)</font> </h1> <h3> <font color="#caa166">About the Programme</font> </h3> <p> <img style="BORDER-BOTTOM: 0px solid; BORDER-LEFT: 0px solid; PADDING-BOTTOM: 5px; PADDING-LEFT: 5px; WIDTH: 314px; PADDING-RIGHT: 5px; HEIGHT: 209px; BORDER-TOP: 0px solid; BORDER-RIGHT: 0px solid; PADDING-TOP: 5px" title="DCRSM" border="0" hspace="5" alt="DCRSM" vspace="5" align="right" src="/uploadedImages/Contents/RP/COURSES/Full_Time_Courses/hospitality/102sm.jpg" />Singapore has established itself as a trusted centre for quality services. As a result, there is ongoing demand for a professional and skilled workforce to provide excellent service in the hospitality industry.</p> <p>The Diploma in Customer Relationship and Service Management (DCRSM) is a unique programme that focuses on customer orientation – the secret behind every successful organisation. You will acquire skills that are critical in delivering a top-class total customer experience. By developing a customer-centric mindset of service excellence, you are well positioned to raise the standards of customer service in the companies that you join upon graduation.</p> <p>Students who aspire to an exciting career in theme parks and attractions can opt for a specialisation track in Theme Park and Attraction Management in their final year of study. The school works closely with Resorts World Sentosa (RWS) to develop the curriculum and internship programme for this specialisation track.</p> <h3> <font color="#caa166">Programme Objectives</font> </h3> <ul style="WIDTH: auto; FLOAT: none"> <li>Foster customer management skills to enable students to identify customers’ needs, manage their expectations, and deliver excellent service </li> <li>Equip students with the skills to help businesses develop and maintain profitable customers by applying customer relationship management </li> <li>Train students to employ a service excellence framework to address service issues and improve customer service standards</li> </ul> <h3> <font color="#caa166">Career Prospects</font> </h3> <p class="sectionheader">DCRSM graduates can look forward to career opportunities in service-related organisations such as hotels, theme parks and attractions, banks, retailers, and call centres. You can take up positions as account and relationship executives/managers, sales and marketing executives/ managers, and customer service executives/managers.</p> <h3> <font color="#caa166">Further Studies</font> </h3> <span style="FONT-FAMILY: 'Verdana','sans-serif'; FONT-SIZE: 9pt">For more information about university pathways, visit <a title="RP's Further Study Portal" href="/FurtherStudies/AdvPathways.aspx" target="_blank"><font color="#0000ff"><strong><u>RP's Further Studies</u></strong></font></a>.</span> <h3> <font color="#caa166">Application</font> </h3> <p>To find out more about how you can apply for this diploma, visit <a title="Republic Poly's admissions" href="/Admission.aspx"><strong><font color="#0000ff"><u>Republic Poly's Admissions</u></font></strong></a> page. </p> <h3> <font color="#caa166">More Information</font> </h3> <p>Want to find out more about the school that offers this diploma? Then drop by the <a title="School of Hospitality's homepage" href="/School_of_Hospitality.aspx"><strong><font color="#0000ff"><u>School of Hospitality's homepage</u></font></strong></a> now!</p>
For O-Level Holders
<h1> <font color="#caa166">Diploma in Customer Relationship and Service Management (R34)</font> </h1> <h3> <font color="#caa166">Entry Requirements For O-Level Holders </font> </h3> <p>Table 1: Minimum Entry Requirements </p> <table style="FONT-FAMILY: Verdana, Arial, Helvetica, sans-serif; FONT-SIZE: 13px" border="0" cellspacing="2" cellpadding="5" width="100%"> <tbody> <tr> <td bgcolor="#caa166" colspan="2" align="center"> <strong> <font color="#ffffff">Minimum Entry Requirements </font> </strong> </td> </tr> <tr> <td bgcolor="#999999"> <strong> <font color="#ffffff">Subject</font> </strong> </td> <td bgcolor="#999999" width="23%" align="center"> <font color="#ffffff"> <strong>Grade</strong> </font> </td> </tr> <tr bgcolor="#ffffff"> <td bgcolor="#f7f2eb">English Language </td> <td bgcolor="#f7f2eb" align="center">1-6</td> </tr> <tr bgcolor="#ffffff"> <td bgcolor="#f7f2eb">Mathematics (Elementary/Additional) </td> <td bgcolor="#f7f2eb" align="center">1-6</td> </tr> <tr bgcolor="#ffffff"> <td bgcolor="#f7f2eb" valign="top"> <p>Any three other subjects</p> <p> <strong>Note: </strong> <br />To be eligible for admission, you must also have sat for one subject listed in the 2nd group of relevant subjects for the ELR2B2-B Aggregate Type.</p> </td> <td bgcolor="#f7f2eb" align="center">1-6</td> </tr> </tbody> </table> <p> </p> <p> <a href="#top"> </a>Table 2: Aggregate Type </p> <table style="FONT-FAMILY: Verdana, Arial, Helvetica, sans-serif; FONT-SIZE: 13px" border="0" cellspacing="2" cellpadding="5" width="100%"> <tbody> <tr> <td bgcolor="#caa166" width="100%" colspan="4" align="center"> <strong> <font color="#ffffff">Aggregate Type (ELR2B2-B) </font> </strong> </td> </tr> <tr> <td bgcolor="#999999" width="8%" align="center"> <strong> <font color="#ffffff">EL</font> </strong> </td> <td bgcolor="#999999" width="74%" colspan="2" align="center"> <strong> <font color="#ffffff">R2</font> </strong> </td> <td bgcolor="#999999" width="8%" align="center"> <strong> <font color="#ffffff">B2</font> </strong> </td> </tr> <tr> <td bgcolor="#f7f2eb" valign="top" rowspan="2" width="15%">English Language</td> <td bgcolor="#f7f2eb" height="30" valign="middle" width="37%" align="center"> <strong>1st Group of <br />Relevant Subjects </strong> </td> <td bgcolor="#f7f2eb" valign="middle" width="37%" align="center"> <strong>2nd Group of <br />Relevant Subjects </strong> </td> <td bgcolor="#f7f2eb" valign="top" rowspan="2" width="15%">Best 2 other subjects excluding CCA </td> </tr> <tr> <td bgcolor="#f7f2eb" valign="top">Elementary Mathematics <br />Additional Mathematics </td> <td bgcolor="#f7f2eb" valign="top"> <p>Art / Art & Design <br />Business Studies <br />Combined Humanities <br />Commerce <br />Commercial Studies <br />Economics <br />Geography <br />Higher Art <br />Higher Music <br />History <br />Intro to Enterprise Development <br />Literature in English <br />Literature in Chinese <br />Literature in Malay <br />Literature in Tamil <br />Media Studies (English) <br />Media Studies (Chinese) <br />Music <br />Principles of Accounts</p> </td> </tr> </tbody> </table>
For NITEC Holders
<h1> <font color="#caa166">Diploma in Customer Relationship and Service Management (R34)</font> </h1> <h3> <font color="#caa166">Entry Rquirements For NITEC Holders</font> </h3> <table style="FONT-FAMILY: Verdana, Arial, Helvetica, sans-serif; FONT-SIZE: 13px" border="0" cellspacing="2" cellpadding="5" width="100%"> <tbody> <tr> <td bgcolor="#caa166"> <strong> <font color="#ffffff">Higher NITEC</font> </strong> </td> <td bgcolor="#caa166" align="center"> <strong> <font color="#ffffff">GPA</font> </strong> </td> </tr> <tr> <td bgcolor="#f7f2eb">BS82 Banking Services</td> <td bgcolor="#f7f2eb" align="center">≥ 2.0</td> </tr> <tr> <td bgcolor="#f7f2eb">BS83 Hospitality Operations</td> <td bgcolor="#f7f2eb" align="center">≥ 2.0</td> </tr> <tr> <td bgcolor="#f7f2eb">BS84 Business Studies (Event Management) </td> <td bgcolor="#f7f2eb" align="center">≥ 2.0</td> </tr> <tr> <td bgcolor="#f7f2eb">BS85 Accounting </td> <td bgcolor="#f7f2eb" align="center">≥ 2.0</td> </tr> <tr> <td bgcolor="#f7f2eb">BS86 Business Studies (Administration)</td> <td bgcolor="#f7f2eb" align="center">≥ 2.0</td> </tr> <tr> <td bgcolor="#f7f2eb">BS87 Integrated Logistics Management </td> <td bgcolor="#f7f2eb" align="center">≥ 2.0</td> </tr> <tr> <td bgcolor="#f7f2eb">BS88 Business Information Technology </td> <td bgcolor="#f7f2eb" align="center">≥ 2.0</td> </tr> <tr> <td bgcolor="#f7f2eb">BS89 Business Studies (Sport Management) </td> <td bgcolor="#f7f2eb" align="center">≥ 2.0</td> </tr> <tr> <td bgcolor="#f7f2eb">BS90 Business Studies (Service Management) </td> <td bgcolor="#f7f2eb" align="center">≥ 2.0</td> </tr> <tr> <td bgcolor="#f7f2eb">BS91 Beauty & Spa Management </td> <td bgcolor="#f7f2eb" align="center">≥ 2.0</td> </tr> <tr> <td bgcolor="#f7f2eb">IT65 Leisure & Travel Operations</td> <td bgcolor="#f7f2eb" align="center">≥ 2.0</td> </tr> </tbody> </table> <p> </p>
Course Structure
<style type="text/css"> .mod A:link { COLOR: #caa166 } .mod A:visited { COLOR: #caa166 } .mod A:hover { COLOR: #caa166 } .mod A:active { COLOR: #caa166 }</style> <h1> <font color="#caa166">Diploma in Customer Relationship and Service Management (R34)</font> </h1> <h3> <font color="#caa166">Course Structure</font> </h3> <p>The course consists of general modules such as Mathematics, discipline modules such as Service Quality and Professional Etiquette, and specialisation modules such as Hospitality Sales.</p> <p>Each module is equivalent to 4 modular credits (MC).</p> <table style="FONT-FAMILY: Verdana, Arial, Helvetica, sans-serif; FONT-SIZE: 13px" class="mod" border="0" cellspacing="2" cellpadding="5" width="100%"> <tbody> <tr> <td bgcolor="#caa166"> <strong> <font color="#ffffff">General Modules (24 MC )</font> </strong> </td> </tr> <tr> <td bgcolor="#f7f2eb"> <p> <strong>6 compulsory modules:</strong> <br /> <a href="/Module_Synopses/A101_Science.aspx" target="_blank">A101 Science</a> <br /> <a href="/Module_Synopses/A113_Mathematics.aspx" target="_blank">A113 Mathematics</a> <br /> <a href="/Module_Synopses/B102_Organisational_Behaviour.aspx" target="_blank">B102 Organisational Behaviour</a> <br /> <a href="/Module_Synopses/B216_Marketing.aspx" target="_blank">B216 Marketing</a> <br /> <a href="/Module_Synopses/G101_Cognitive_Processes_and_Problem_Solving_I.aspx" target="_blank">G101 Cognitive Processes and Problem Solving I</a> <br /> <a href="/Module_Synopses/G103_Introduction_to_Communication_Practice.aspx" target="_blank">G103 Introduction to Communication Practice</a> </p> </td> </tr> </tbody> </table> <p> </p> <table style="FONT-FAMILY: Verdana, Arial, Helvetica, sans-serif; FONT-SIZE: 13px" class="mod" border="0" cellspacing="2" cellpadding="5" width="100%"> <tbody> <tr> <td bgcolor="#caa166"> <strong> <font color="#ffffff">Discipline Modules (36 MC )</font> </strong> </td> </tr> <tr> <td bgcolor="#f7f2eb"> <p> <strong>9 compulsory modules: </strong> <br /> <a href="/Module_Synopses/B209_Management_Accounting.aspx" target="_blank">B209 Management Accounting</a> <br /> <a href="/Module_Synopses/B215_Financial_Accounting.aspx" target="_blank">B215 Financial Accounting</a> <br /> <a href="/Module_Synopses/B218_Business_Statistics.aspx" target="_blank">B218 Business Statistics</a> <br /> <a href="/Module_Synopses/B220_Microeconomics.aspx" target="_blank">B220 Microeconomics</a> <br /> <a href="/Module_Synopses/B321_Macroeconomics.aspx" target="_blank">B321 Macroeconomics</a> <br /> <a href="/Module_Synopses/H102_Hospitality_and_Tourism_Management.aspx" target="_blank">H102 Hospitality and Tourism Management</a> <br /> <a href="/Module_Synopses/H203_Strategic_Thinking_Skills.aspx" target="_blank">H203 Strategic Thinking Skills</a> <br /> <a href="/Module_Synopses/H208_Service_Quality_and_Professional_Etiquette.aspx" target="_blank">H208 Service Quality and Professional Etiquette</a> <br /> <a title="H323 Hospitality Revenue Management" href="/Module_Synopses/H323_Hospitality_Revenue_Management.aspx" target="_blank">H323 Hospitality Revenue Management</a> </p> </td> </tr> </tbody> </table> <p> </p> <table style="FONT-FAMILY: Verdana, Arial, Helvetica, sans-serif; FONT-SIZE: 13px" class="mod" border="0" cellspacing="2" cellpadding="5" width="100%"> <tbody> <tr> <td bgcolor="#caa166" colspan="2"> <strong> <font color="#ffffff">Specialisation Modules (32 MC )</font> </strong> </td> </tr> <tr> <td style="WIDTH: 50%" bgcolor="#f7f2eb" valign="top" align="left"> <p> <strong>Regular Track</strong> <br /> <strong>8 compulsory modules: </strong> <br /> <a href="/Module_Synopses/H204_Customer_Relationship_Management.aspx" target="_blank">H204 Customer Relationship Management</a> <br /> <a href="/Module_Synopses/H207_Project_Management_and_Scheduling.aspx" target="_blank">H207 Project Management and Scheduling</a> <br /> <a href="/Module_Synopses/H219_Managing_for_Service_Excellence.aspx" target="_blank">H219 Managing for Service Excellence</a> <br /> <a href="/Module_Synopses/H302_Hospitality_Sales.aspx" target="_blank">H302 Hospitality Sales</a> <br /> <a href="/Module_Synopses/H303_Service_Operations_Management.aspx" target="_blank">H303 Service Operations Management</a> <br /> <a href="/Module_Synopses/H304_Contact_Centre_Operations.aspx" target="_blank">H304 Contact Centre Operations</a> <br /> <a href="/Module_Synopses/H306_Retail_Management.aspx" target="_blank">H306 Retail Management</a> <br /> <a href="/Module_Synopses/H322_Tourism_and_Travel_Management.aspx" target="_blank">H322 Tourism and Travel Management</a> </p> </td> <td bgcolor="#f7f2eb" valign="top" align="left"> <p> <strong>Theme Park and Attraction Management Track <br />8 compulsory modules: </strong> <br /> <a href="/Module_Synopses/H204_Customer_Relationship_Management.aspx" target="_blank">H204 Customer Relationship Management</a> <br /> <a href="/Module_Synopses/H207_Project_Management_and_Scheduling.aspx" target="_blank">H207 Project Management and Scheduling</a> <br /> <a href="/Module_Synopses/H219_Managing_for_Service_Excellence.aspx" target="_blank">H219 Managing for Service Excellence</a> <br /> <a href="/Module_Synopses/H220_Introduction_to_the_Event_Industry.aspx" target="_blank">H220 Introduction to the Event Industry</a> <br /> <a href="/Module_Synopses/H340_Risk_Management_in_Theme_Parks_and_Attractions.aspx" target="_blank">H340 Risk Management in Theme Parks and Attractions</a> <br /> <a href="/Module_Synopses/H341_Managing_Guest_Experience_in_Theme_Parks_and_Attractions.aspx" target="_blank">H341 Managing Guest Experience in Theme Parks and Attractions</a> <br /> <a href="/Module_Synopses/H342_Operational_Issues_in_Theme_Parks_and_Attractions.aspx" target="_blank">H342 Operational Issues in Theme Parks and Attractions</a> <br /> <a href="/Module_Synopses/H343_Entertainment_and_Events_in_Theme_Parks_and_Attractions.aspx" target="_blank">H343 Entertainment and Events in Theme Parks and Attractions</a> </p> </td> </tr> </tbody> </table> <p> <br /> <br /> </p> <table style="FONT-FAMILY: Verdana, Arial, Helvetica, sans-serif; FONT-SIZE: 13px" class="mod" border="0" cellspacing="2" cellpadding="5" width="100%"> <tbody> <tr> <td bgcolor="#caa166"> <strong> <font color="#ffffff">Industry Orientation Programme (24 MC )</font> </strong> </td> </tr> <tr> <td bgcolor="#f7f2eb"> <p> <strong>2 compulsory modules:</strong> <br /> <a href="/Module_Synopses/G901_Creative_Engagement.aspx" target="_blank">G901 Creative Engagement</a> <br /> <a href="/Module_Synopses/H931_Industry_Immersion_Programme.aspx" target="_blank">H931 Industry Immersion Programme</a> (20 MC)</p> </td> </tr> </tbody> </table> <br /> <table style="FONT-FAMILY: Verdana, Arial, Helvetica, sans-serif; FONT-SIZE: 13px" class="mod" border="0" cellspacing="2" cellpadding="5" width="100%"> <tbody> <tr> <td bgcolor="#caa166"> <strong> <font color="#ffffff">Elective Module (4 MC) </font> </strong> </td> </tr> <tr> <td bgcolor="#f7f2eb"> <p> <strong>Regular Track <br />Select 1 module from the following list: </strong> <br /> <a href="/Module_Synopses/B101_Entrepreneurship.aspx" target="_blank">B101 Entrepreneurship</a> <br /> <a href="/Module_Synopses/B221_Human_Resource_Management.aspx" target="_blank">B221 Human Resource Management</a> <br /> <a href="/Module_Synopses/H213_Food_and_Beverage_Management.aspx" target="_blank">H213 Food and Beverage Management</a> </p> </td> </tr> <tr> <td bgcolor="#f7f2eb"> <p> <strong>Theme Park and Attraction Management track </strong> <br /> <a href="/Module_Synopses/H213_Food_and_Beverage_Management.aspx" target="_blank">H213 Food and Beverage Management</a> </p> </td> </tr> </tbody> </table> <br /> <table style="FONT-FAMILY: Verdana, Arial, Helvetica, sans-serif; FONT-SIZE: 13px" class="mod" border="0" cellspacing="2" cellpadding="5" width="100%"> <tbody> <tr> <td bgcolor="#caa166"> <strong> <font color="#ffffff">Freely Chosen Module (4 MC) </font> </strong> </td> </tr> <tr> <td bgcolor="#f7f2eb"> <p>Select 1 module from the entire range of modules offered by the Schools and Centres in RP .</p> </td> </tr> </tbody> </table>
Graduation Criteria
<h1> <font color="#caa166">Diploma in Customer Relationship and Service Management (R34)</font> </h1> <h3> <font color="#caa166">Graduation Criteria</font> </h3> <p>To graduate with a Diploma in Customer Relationship and Service Management, you must complete a total of 124 modular credits. You should be able to do this within three years of enrolment if you successfully complete on average five modules, or its equivalent, per semester.</p> <table style="FONT-FAMILY: Verdana, Arial, Helvetica, sans-serif; FONT-SIZE: 13px" border="0" cellspacing="2" cellpadding="5" width="100%"> <tbody> <tr> <td bgcolor="#caa166" valign="middle" width="50%" align="center"> <font color="#ffffff"> <strong>Module Category </strong> </font> </td> <td bgcolor="#caa166" width="50%" align="center"> <font color="#ffffff"> <strong>Number Of Modular Credits <br />Required For Graduation</strong> </font> </td> </tr> <tr> <td bgcolor="#f7f2eb">General </td> <td bgcolor="#f7f2eb" align="center">24</td> </tr> <tr> <td bgcolor="#f7f2eb">Discipline </td> <td bgcolor="#f7f2eb" align="center">36</td> </tr> <tr> <td bgcolor="#f7f2eb">Specialisation</td> <td bgcolor="#f7f2eb" align="center">32</td> </tr> <tr> <td bgcolor="#f7f2eb">Industry Orientation Programme </td> <td bgcolor="#f7f2eb" align="center">24</td> </tr> <tr> <td bgcolor="#f7f2eb">Elective </td> <td bgcolor="#f7f2eb" align="center">4</td> </tr> <tr> <td bgcolor="#f7f2eb">Freely Chosen </td> <td bgcolor="#f7f2eb" align="center">4</td> </tr> <tr> <td bgcolor="#f7f2eb"> <strong>Total</strong> </td> <td bgcolor="#f7f2eb" align="center"> <strong>124</strong> </td> </tr> </tbody> </table>