Diploma in Customer Relationship and Service Management (R34)

Graduation Criteria

To graduate with a Diploma in Customer Relationship and Service Management, you must satisfy the modular criteria set by the school. Students should be able to do this within three years of enrolment, if they successfully complete on average five modules equivalent of 20 modular credits (MC), or its equivalent, per semester.

How the Modular Structure Works

Modules at the Republic Polytechnic fall into a few broad categories, as can be seen from the course structure. These consist of general modules, discipline modules, specialisation modules, elective modules and freely chosen modules. To satisfy the requirements of the Diploma programme, you must complete all the compulsory modules and choose a specified number of modules from selected categories. These are summarised in the following table:

Table 3: Modular Requirements for Graduation in the DCRSM

Modules

Year 1
Covers common modules such as Cognitive Process and Problem Solving, Communication Practice, Mathematics, Organisational Behaviour, Business Statistics, Financial Accounting, Marketing, Hospitality and Tourism Management and Service Quality and Professional Etiquette.

Year 2
Focuses on modules that inculcate mindset, build knowledge and skill set relevant to understanding customers and the environment that customers operate in. The modules include Customer Relationship Management, Project Management and Scheduling, Managing for Service Excellence, Strategic Thinking Skills, Hospitality Revenue Management, Microeconomics, Macroeconomics and Management Accounting.

Year 3 (Regular Track)
Covers modules that specialise in the domain areas of customer relationship and service management such as Service Operations Management, Contact Centre Operations, Hospitality Sales, Retail Management and Tourism and Travel Management.

Year 3 (Specialisation Track in Theme Park and Attraction Management)
Focuses on specialisation track modules such as Risk Management in Theme Parks and Attractions, Managing Guest Experience in Theme Parks and Attractions, Operational Issues in the Theme Parks and Attractions, and Entertainment and Events in Theme Parks and Attractions.

Elective Module

You also need to take one Elective module (4 MC) offered by the School. Elective modules are designed to broaden your understanding of the growing field, and to complement your knowledge acquired from other parts of the programme.

Freely Chosen Module

One module (4 MC) can be freely chosen from the entire range of modules offered at the Republic Polytechnic.