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

Course Code: TGS‐2019504423

This course covers knowledge and application skills to leverage 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).

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

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

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

Course Application

Dates	Details
September 15, 2021 - September 15, 2021 (9:00 am - 6:00 pm) Online LIVE stream via Zoom	Open for registration (Fill in the enquiry form to know more)
December 1, 2021 - December 1, 2021 (9:00 am - 6:00 pm)	Open for registration (Fill in the enquiry form to know more)

Key Takeaways

Upon completion of this workshop, participants will be able to;

• 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

Who Should Attend

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

Programme Outline

1. 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
2. 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
3. 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

Methodologies

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