WSQCCS: CUSTOMER EXPERIENCE MANAGEMENT L2: CONTRIBUTE TO CUSTOMER SERVICE OVER VARIOUS PLATFORMS
CUSTOMER EXPERIENCE MANAGEMENT L2: CONTRIBUTE TO CUSTOMER SERVICE OVER VARIOUS PLATFORMS
Course Duration
Who Should Attend
Frontline service staff (i.e., customer facing, customer service representatives, store advisors, service crews, etc.) from various service industry sectors and backend support staff facilitating service delivery processes.
Course Overview
This program is designed for frontline service professionals and will equip learners with the ability to draw on available organisational resources and present a professional etiquette while leveraging on organisational resources when engaging with customer over various platforms. Service professionals who can perform well in this aspect can increase the quality of customer service that will benefit their customers and organisations.
Course Schedule
Next available schedule
Course Objectives
At the end of the programme, participants will be able to:
- Leverage on organisational resource when engaging with customers over various platforms
- Portray professional etiquette when responding to customers over various platforms in accordance with organisational guidelines
- Escalate feedback received over various platforms using appropriate channels and in accordance with the organisations guidelines
Pre-requisites
Participants are recommended to have a minimum English proficiency level equivalent to the Employability Skills Workforce Skills Qualifications (ES WSQ) Workplace Literacy Level 4.
Course Outline
Unit 1: Leverage on organisational resources when engaging with customers over various platforms
- Platforms to engage Customers
- Reasons for engaging with customers over various platforms
- Best practices on how various Organisations are using technology to engage with their customers
- Suitable platform(s) to suit different organisation customers profiles
- Types of available organisational resources
- Methods to keep abreast of changes in organisational resources when engaging customers
Unit 2: Portray professional etiquette when responding to customers over various platforms in accordance with organisational guidelines
- Methods to portray professional etiquette over various platforms
- Principles of Effective Communication
- Code of Ethics in handling customers over various platforms
Unit 3: Escalate feedback received over various platforms using appropriate channels and in accordance with the organisations guidelines
- Methods to escalate feedback
- Ways to identify and suggest areas of improvement that may arise out of ones interaction with customers
Certificate Obtained and Conferred by
Participants who have successfully demonstrated competence in all the knowledge and skills requirements in this programme will be awarded with a Statement of Attainment (SOA) by SkillsFuture Singapore (SSG). This programme is offered on a modular basis only.
- Mapped to Customer Experience Management L2: Contribute Customer Service over Various Platorms
Additional Details
Medium of Instruction & Trainer
English
Trainer: Trainee Ratio is 1: 24
Price:
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Course Fee and Government Subsidies |
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Individual Sponsored |
Company Sponsored |
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Non-SME |
SME |
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Before GST |
With GST |
Before GST |
With GST |
Before GST |
With GST |
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Full Course Fee
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$220.00 |
$239.80 |
$220.00 |
$239.80 |
$220.00 |
$239.80 |
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For Singapore Citizens aged 39 years and below
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$110.00 |
$129.80 |
$110.00 |
$129.80 |
$66.00 |
$85.80 |
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For Singapore Citizens aged 40 years and above |
$66.00 |
$85.80 |
$66.00 |
$85.80 |
$66.00 |
$85.80 |
Funding Eligibility Criteria:
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Individual Sponsored Trainee |
Company Sponsored Trainee |
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Remarks:
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Individual Sponsored Trainee |
Company Sponsored Trainee |
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SkillsFuture Credit:
UTAP:
PSEA:
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Absentee Payroll (AP) Funding:
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- Terms & Conditions apply. NTUC LearningHub reserve the right to make changes or improvements to any of the products described in this document without prior notice.
- Prices are subject to other LHUB miscellaneous fees.
- When you sign into your Skills passport account, please use the course reference number - TGS-2019504963 to find this course.
- For more information, please contact us at +65 6336 LHUB (5482) or email [email protected]
| Batch ID | Course Period | Course Title | Funding Available |
Duration (Hours) |
Session (Hours) |
Venue | Available Seats |
Online Payment |
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