Contribute to Customer Service Over Various Platforms (Customer Experience Management) (8 hrs)

Course Code: CRS-Q-0039444-RET

This course covers knowledge and application skills to leverage on available organisational resources when engaging with customers over various platforms. It also includes portraying professional etiquette and escalating feedback received over various platforms.

Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).

  • Leverage on organisational resources 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 in accordance with the organisation’s guidelines

Leverage on organisational resources when engaging with customers over various platforms

  • Use platforms such as telephone, emails and social media to handle enquiries, feedback and service issues
  • Utilise resources such as customer relationship management database, policies and frequently-asked questions (FAQ) when engaging customers

Portray professional etiquette when responding to customers over various platforms in accordance with organisational guidelines

  • Apply principles of effective communication such as the use of customer-friendly language, active listening and checking for understanding
  • Observe etiquette and organisation’s guidelines when communicating over the telephone and emails with customers

Escalate feedback received over various platforms in accordance with the organisation’s guidelines

  • Use appropriate methods to capture feedback and escalate to supervisors and other relevant parties
  • Provide relevant information such as the details of the feedback, impact and suggestions for improvements

Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.

This course is suitable for customer-facing staff, customer service representatives, call centre officers, store advisors, and service crew.

Duration : 1 day (8 hrs)
Time : 9:00am to 6:00pm

Course Fee : $210.00
Nett Fee Incl. 7% GST : $224.70
Nett Fee after Training Grant* : $35.70 (SMEs) | $88.70 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $35.70
Nett Fee after WTS* : $25.20

* Please click HERE for detailed information on course fee funding schemes, SkillsFuture credit, and complete listing of funded courses. This course is eligible for use of SkillsFuture credit.

Key Benefits
  • Leverage on organisational resources 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 in accordance with the organisation’s guidelines
Course Contents

Leverage on organisational resources when engaging with customers over various platforms

  • Use platforms such as telephone, emails and social media to handle enquiries, feedback and service issues
  • Utilise resources such as customer relationship management database, policies and frequently-asked questions (FAQ) when engaging customers

Portray professional etiquette when responding to customers over various platforms in accordance with organisational guidelines

  • Apply principles of effective communication such as the use of customer-friendly language, active listening and checking for understanding
  • Observe etiquette and organisation’s guidelines when communicating over the telephone and emails with customers

Escalate feedback received over various platforms in accordance with the organisation’s guidelines

  • Use appropriate methods to capture feedback and escalate to supervisors and other relevant parties
  • Provide relevant information such as the details of the feedback, impact and suggestions for improvements
Learning Methodology

Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.

Who Should Attend

This course is suitable for customer-facing staff, customer service representatives, call centre officers, store advisors, and service crew.

Course Details

Duration : 1 day (8 hrs)
Time : 9:00am to 6:00pm

Course Fee : $210.00
Nett Fee Incl. 7% GST : $224.70
Nett Fee after Training Grant* : $35.70 (SMEs) | $88.70 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $35.70
Nett Fee after WTS* : $25.20

* Please click HERE for detailed information on course fee funding schemes, SkillsFuture credit, and complete listing of funded courses. This course is eligible for use of SkillsFuture credit.

Course Application

Details Registration
March 6, 2020 - March 6, 2020 (9:00 am - 6:00 pm) Closed
December 1, 2020 - December 1, 2020 (9:00 am - 6:00 pm) Register Now