RETCX4: RETAIL (SF): CUSTOMER EXPERIENCE MANAGEMENT L4
RETAIL (SF): CUSTOMER EXPERIENCE MANAGEMENT L4
Course Duration
Mode of Assessment
Written Assessment, Case Study
Who Should Attend
Learners who are keen to manage Customer Experience, relationships, and data collection to enhance overall customer experience.
Course Overview
The Retail sector is a competitive and fast environment. One of the strategies highlighted is to rejuvenate the retail sector by catalysing new experiential concepts and innovations. This means that retail staff will need to improve their customer engagement.
Course Schedule
Next available schedule
Course Objectives
Upon completing this course, participants will be able to:
- Recognize the importance of creating a customer service knowledge base.
- Categorize the different types of information to be stored in the customer knowledge base.
- Describe the fundamentals of PDPA and its impact.
- Create a customer journey map to identify the touchpoints where customers may require knowledge support.
- Create clear requirements on how to use the customer knowledge base as stakeholders.
Pre-requisites
The admission requirements are:
- Read, write, and speak English at WPL Level 4
- Manipulate numbers at WPN Level 4
Course Outline
LU1: Introduction to Customer Experience Management (CXM)
The programme starts by showing how customer experiences increases loyalty and overall revenue for the company.
Learners will be taught the evolving consumer behaviours due to digitalization.
Learners will have an in-depth understanding on the difference between Customer Experience Management with Customer Relationship Management
LU2: Customer Segmentation
Learners will be taught the funnel process to create Customer Segment to Customer Profile
Learners will learn about the different strategies to engage the 4 different customer segment types.
LU3: Introduction to PDPA
To create an accurate customer segment and profile, data must be collected properly, and learners need to be aware of the PDPA that governs data collection.
LU4: Data Collection Methods
Learners will be taught on the different ways to collect data, both primary and secondary
Learners will also learn about how data collection can enhance the overall customer experience.
LU5: Mapping Customer Experience
With the data collected, a customer journey map needs to be create to identify the different touch points customers have with the products/services
Learners will be taught on how to create the customer journey map using a systematic process
LU6: Designing the Customer Knowledge Base
One way to create Customer Experience is through the use of Customer Knowledge Base
Learners will learn how to create a Customer Knowledge Base while being introduced to the different platforms to create the Customer Knowledge Base
Certificate Obtained and Conferred by
Upon meeting the attendance and assessment(s) criteria, participants will be awarded with a digital Statement of Attainment (SOA), accredited by SkillsFuture Singapore. SOA will be reflected as [RET-CEX-4002-1.1].
- Certificate of completion from NTUC LearningHub
Upon meeting at least 75% attendance and passing the assessment(s), participants will receive a Certificate of Completion from NTUC LearningHub.
Additional Details
Medium of Instruction: English
Trainer to trainee ratio: 1:20
Mode of Delivery: Physical class
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 |
After GST |
Before GST |
After GST |
Before GST |
After GST |
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Full Course Fee |
$500.00 |
$545.00 |
$500.00 |
$545.00 |
$500.00 |
$545.00 |
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For Singapore Citizens aged 39 years and below |
$150.00 |
$163.50 |
$150.00 |
$163.50 |
$50.00 |
$63.50 |
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For Singapore Citizens aged 40 years and above |
$50.00 |
$63.50 |
$50.00 |
$63.50 |
$50.00 |
$63.50 |
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 reserves 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.
| Batch ID | Course Period | Course Title | Funding Available |
Duration (Hours) |
Session (Hours) |
Venue | Available Seats |
Online Payment |
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