By looking at fundamental challenges faced by frontline service staff, this programme seeks to bridge these performance / competency gaps by empowering frontline service staff to:
- Recognize the changing expectations in Customer Service due to Digitalization
- Relate to the customer journey and anticipate the needs and expectations of the customer
- Identify the key factors of exemplary staff who is able to provide value enhancement in their customer service
- Discover the different ways participants can transform moments into memories so that customers can have a memorable customer journey
Pre-requisites
Learners are expected to be:
- Above 18 years old
- Possess at least a GCE ‘O’ Levels or equivalent or
- Employability Skills Workforce Skills Qualifications (ES WSQ) Workplace Literacy (WPL) and Workplace Numeracy (WPN) at Level
- Be able to read, write and speak in English (WLPN Level 4 and above)
Course Outline
- LU1: Understanding Changing Expectations of Digital Savvy Customers
- LU2: Creating the Customer Journey
- LU3: Developing Proactive Customer Engagement and Experience
- LU4: Transforming Moments into Memories
Certificate Obtained and Conferred by
Statement of Attainment (SOA) from SkillsFuture Singapore (SSG)
Categories
Subjects
More Information
- NTUC LearningHub
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