PWM-Retail: Customer Experience Management (SF-Senior Associate) [Classroom Facilitated]
About this course
Course objectives
At the end of this module, learners will:1. Identify the reasons for engaging customers over various platforms 2. Leverage available organizational resources in engaging customers over various platforms3. Portray professional etiquette when responding to customers over various platforms using principles of effective communication and in accordance with organizational guidelines4. Describe the structure of customer service knowledge base5. List the PDPA requirements pertaining to customer service knowledge base6. Adhere to PDPA requirements when using the customer service knowledge base7. Escalate feedback received over various platforms using appropriate methods that are in accordance with the organization’s guidelines
Course description
This course is targeted to help retail staff leverage practically and professionally available organisational resources, to engage customers over various platforms. In this post-Covid era, many retailers have since pivoted to reach their customers through myriad platforms in the customer service journey. There is thus an urgent need for frontline retail employees to skill up quickly in understanding the structure of their organisation’s service knowledge base. The purpose of which to engage customers effectively and professionally via these platforms that their organisation has adopted. Learners will better appreciate the reasons for the omni-channel approach, as well as acquire the skills and appropriate methods to make the best use of the available resources in their organisations.Learners will also practise the principles of effective communication to drive customer’s engagement and escalate feedback, in accordance with their organisation’s guidelines.
Target audiences
Senior Retail Associates and equivalent