WSQCCS - CUSTOMER EXPERIENCE MANAGEMENT L2: CONTRIBUTE TO CUSTOMER SERVICE OVER VARIOUS PLATFORMS by NTUC LearningHub

Course Overview

This program is designed for frontline service professionals and will equip learners with the ability to draw on available organisational resources and present a professional etiquette while leveraging on organisational resources when engaging with customer over various platforms. Service professionals who can perform well in this aspect can increase the quality of customer service that will benefit their customers and organisations.

Course Objectives

At the end of the programme, participants will be able to:

• Leverage on organisational resource 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 using appropriate channels and in accordance with the organisations guidelines

Pre-requisites

Participants are recommended to have a minimum English proficiency level equivalent to the Employability Skills Workforce Skills Qualifications (ES WSQ) Workplace Literacy Level 4.

Course Outline

Unit 1: Leverage on organisational resources when engaging with customers over various platforms

• Platforms to engage Customers
• Reasons for engaging with customers over various platforms
• Best practices on how various Organisations are using technology to engage with their customers
• Suitable platform(s) to suit different organisation customers profiles
• Types of available organisational resources
• Methods to keep abreast of changes in organisational resources when engaging customers

Unit 2: Portray professional etiquette when responding to customers over various platforms in accordance with organisational guidelines

• Methods to portray professional etiquette over various platforms
• Principles of Effective Communication
• Code of Ethics in handling customers over various platforms

Unit 3: Escalate feedback received over various platforms using appropriate channels and in accordance with the organisations guidelines

• Methods to escalate feedback
• Ways to identify and suggest areas of improvement that may arise out of ones interaction with customers

Certificate Obtained and Conferred by

Participants who have successfully demonstrated competence in all the knowledge and skills requirements in this programme will be awarded with a Statement of Attainment (SOA) by SkillsFuture Singapore (SSG). This programme is offered on a modular basis only.

• Mapped to Customer Experience Management L2: Contribute Customer Service over Various Platorms