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Diploma in Customer Relationship and Service Management (R34)
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About
<h1> <font color="#caa166">Diploma in Customer Relationship and Service Management (R34)</font> </h1> <div> <font color="#caa166"> <h4>A programme that primes you to be a polished service champion to deliver and raise the standard of a total service experience.</h4> </font> </div> <p> <img title="R34-Dip-in-Customer-Relations-and-Service-Management" alt="R34-Dip-in-Customer-Relations-and-Service-Management" src="/uploadedImages/Contents/RP/COURSES/Full_Time_Courses/hospitality/R34-Dip-in-Customer-Relations-and-Service-Management.jpg" /> </p> <p> <img style="border: 0px solid; padding: 5px; width: 300px; height: 300px;" title="R34-Thumb" border="0" hspace="5" alt="R34-Thumb" vspace="5" align="right" src="/uploadedImages/Contents/RP/COURSES/Full_Time_Courses/hospitality/R34-Thumb.jpg" width="310" height="310" />Ever dreamed of working in the world's most exciting theme parks or be a top-notch service champion? If so, this diploma will set you on the path to success in the local and international arenas with potential employers such as Singapore Airlines, Resorts World Sentosa, and Citibank.</p> <p>With plenty of hands-on training, practical lessons and internship, you will learn what it takes to manage customer relations, up service standards, and give an all-round awesome experience that leaves them wanting more. </p> <p>And, if you have your heart set on a theme park career, be sure to opt for our specialisation track in Theme Park and Attraction Management in your final year. </p> <p> <a href="http://www.rp.edu.sg/scholarship" target="_blank"> <img src="/uploadedImages/Contents/RP/COURSES/Full_Time_Courses/scholarship_icon.jpg" border="0" /> </a> </p>
Course Information
<h1> <font color="#caa166">Diploma in Customer Relationship and Service Management (R34)</font> </h1> <h3> <font color="#caa166">About the Course</font> </h3> <p> <img style="border: 0px solid; padding: 5px; width: 314px; height: 209px;" title="DCRSM" border="0" hspace="5" alt="DCRSM" vspace="5" align="right" src="/uploadedImages/Contents/RP/COURSES/Full_Time_Courses/hospitality/102sm.jpg" />Every successful organisation has a team of outstanding customer service personnel at its frontline. As Singapore grows as a global services hub, the demand for professional and dedicated customer service managers is ever increasing.</p> <p>The Diploma in Customer Relationship and Service Management will train you to become an invaluable member of the service industry. You will develop essential skills and techniques for delivering world-class service in any situation. Through this programme, you will learn what makes or breaks a great service experience, and how to create delightful experiences for customers.</p> <p>If you aspire to work in theme parks and attractions, you can opt for a specialisation track in Theme Park and Attraction Management in your final year of study.</p> <p>Industry attachments at corporate organisations such as Changi Airport Group, Resorts World Sentosa, Teleperformance, Singapore Airlines, etc. will prepare you well for work upon graduation. You will develop skills that will put you in good stead for any service-centred industry including finance, retail, and healthcare.</p> <h3> <font color="#caa166">Course Outcomes</font> </h3> <ul> <li>Learn to identify customers’ needs, manage their expectations and deliver excellent service</li> <li>Gain skills to help businesses develop and maintain profitable customers by applying customer relationship management</li> <li>Employ a service excellence framework to address service issues and improve customer service standards</li> <li>Undergo 24-week industry attachment programme with organisations such as Marina Bay Sands, Citibank, DBS, Singapore Airlines, and Teleperformance</li> </ul> <h3> <font color="#caa166">Career Prospects</font> </h3> <p>RP’s customer relationship and service management graduates have pursued careers not only in the hospitality sector, but also in banks, retailers and call centres. Companies such as Citibank, OCBC and Starhub have recruited our graduates to join their customer service ranks. You can look forward to working in these positions:</p> <ul> <li>Customer Service Executive</li> <li>Accounts and Relationship Executive</li> <li>Sales and Marketing Executive</li> </ul> <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="/Admissions.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>
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 structure consists of general, discipline, and specialisation modules. There is also an industry orientation component.</p> <p>Each module is equivalent to four 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 /> <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.aspx" target="_blank">G101 Cognitive Processes and Problem Solving</a> <br /> <a href="/Module_Synopses/G107_Effective_Communication.aspx" target="_blank">G107 Effective Communication</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 /> <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 bgcolor="#fbeaf2" colspan="2"> <p> <strong>9 compulsory modules:</strong> <br />Choose one out of two specialisation options.</p> </td> </tr> <tr> <td style="width: 50%;" bgcolor="#f7f2eb" valign="top" align="left"> <p> <strong>Option 1: Regular Track</strong> <br /> <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>Option 2: Theme Park and Attraction Management Track</strong> <br /> <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 /> <br /> <a href="/Module_Synopses/G901_Character_and_Citizenship_Education.aspx" target="_blank">G901 Character and Citizenship Education</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 /><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 /> <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>Obtain a total of 4 modular credits from the prescribed range of modules offered by the Schools and Centre in RP.</p> </td> </tr> </tbody> </table>
Entry Requirements
<h1> <a name="top"> </a> <font color="#caa166">Diploma in Customer Relationship and Service Management (R34)</font> </h1> <h3> <font color="#caa166">Entry Requirements: <a href="/Diploma_in_Customer_Relationship_and_Service_Management_(R34).aspx#olevel"><font color="#caa166">For O-Level Holders</font></a> | <a href="/Diploma_in_Customer_Relationship_and_Service_Management_(R34).aspx#ite"><font color="#caa166">For HIGHER NITEC Holders</font></a></font> </h3> <br /> <h3> <a name="olevel"> </a> <font color="#caa166">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>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">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 </td> </tr> </tbody> </table> <p align="right"> <a href="/Diploma_in_Customer_Relationship_and_Service_Management_(R34).aspx#top">Back to top</a> </p> <p> </p> <h3> <a name="ite"> </a> <font color="#caa166">For HIGHER 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"> <u>></u> 2.0</td> </tr> <tr> <td bgcolor="#f7f2eb">BS83 Hospitality Operations</td> <td bgcolor="#f7f2eb" align="center"> <u>></u> 2.0</td> </tr> <tr> <td bgcolor="#f7f2eb">BS84 Business Studies (Event Management) </td> <td bgcolor="#f7f2eb" align="center"> <u>></u> 2.0</td> </tr> <tr> <td bgcolor="#f7f2eb">BS85 Accounting </td> <td bgcolor="#f7f2eb" align="center"> <u>></u> 2.0</td> </tr> <tr> <td bgcolor="#f7f2eb">BS86 Business Studies (Administration)</td> <td bgcolor="#f7f2eb" align="center"> <u>></u> 2.0</td> </tr> <tr> <td bgcolor="#f7f2eb">BS87 Logistics for International Trade</td> <td bgcolor="#f7f2eb" align="center"> <u>></u> 2.0</td> </tr> <tr> <td bgcolor="#f7f2eb">BS88 Business Information Technology </td> <td bgcolor="#f7f2eb" align="center"> <u>></u> 2.0</td> </tr> <tr> <td bgcolor="#f7f2eb">BS89 Business Studies (Sport Management) </td> <td bgcolor="#f7f2eb" align="center"> <u>></u> 2.0</td> </tr> <tr> <td bgcolor="#f7f2eb">BS90 Business Studies (Service Management) </td> <td bgcolor="#f7f2eb" align="center"> <u>></u> 2.0</td> </tr> <tr> <td bgcolor="#f7f2eb">BS91 Beauty & Spa Management </td> <td bgcolor="#f7f2eb" align="center"> <u>></u> 2.0</td> </tr> <tr> <td bgcolor="#f7f2eb">BS94 Retail Merchandising</td> <td bgcolor="#f7f2eb" align="center"> <u>></u> 2.0</td> </tr> <tr> <td bgcolor="#f7f2eb">IT65 Leisure & Travel Operations</td> <td bgcolor="#f7f2eb" align="center"> <u>></u> 2.0</td> </tr> </tbody> </table> <p align="right"> <a href="/Diploma_in_Customer_Relationship_and_Service_Management_(R34).aspx#top">Back to top</a> </p>
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>