Contribute to Customer Service Over Various Platforms

sqcentre
Oct 18, 2019
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Contribute to Customer Service Over Various Platforms (Customer Experience Management) (8 hrs)

Course Code: TGS-2019504423 | SSG Funded

Note: Classroom-based learning will be conducted through virtual classroom until further notice. Terms and conditions apply.

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).

Key Benefits
Course Contents
Learning Methodology
Who Should Attend
Course Details

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

Type	Individuals
	Singapore Citizens and Permanent Residents (Aged ≥ 21 years old)	Employer-sponsored and Self-Sponsored Singapore Citizens aged ≥ 40 years old	SME-sponsored Singapore Citizens and Permanent Residents	Non-SME-sponsored Singapore Citizens and Permanent Residents
	Type of Funding
	SkillsFuture Funding (Baseline)	SkillsFuture Mid-career Enhanced Subsidy	SkillsFuture Enhanced Training Support for SMEs	SkillsFuture Training Support for Non-SMEs
Course Fee	$210.00	$210.00	$210.00	$210.00
Less: SkillsFuture Funding	$105.00	$147.00	$147.00	$105.00
Total Nett Fee	$105.00	$63.00	$63.00	$105.00
Add: GST @ 8% of Course Fee	$16.80	$16.80	$16.80	$16.80
Total Fee Payable to SQC	$121.80	$79.80	$79.80	$121.80

Skill Code: RET-CEX-2002-1.1
Skill Title: Customer Experience Management-2
Funding validity period: 27 Jan 2020 – 25 Jul 2025

* Please click HERE for detailed information on general terms and conditions.

* 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