Contribute to Customer Service Over Various Platforms (8 hrs) by MDIS

• 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.