Course details
This unit 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.
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
- 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
Learning Methodology
Experiential methods of learning will be applied to enable participants to learn and practice the concepts and skills taught during the programme:
- Mini-lectures
- Group discussions
- Role-plays
- Quizzes
- Videos
Participants are required to undertake assessments which may take the form of:
- Learning journal
- Role-play
- Oral question
Participants who fulfill all requirements will receive a Statement of Attainment (SOA) issued by the Singapore Workforce Development Agency (WDA).
Who Should Attend
- Customer-facing staff
- Customer Service Representatives
- Call Centre Officers
- Store Advisors
- Service Crew
Course Location
About Service Quality Centre
Established in 1990, We_They rich heritage is derived from founding partners, Singapore Airlines (SIA), one of the world’s leading carriers listed in Fortune 500 and an internationally respected brand; and SPRING Singapore (the former Standards, Productivity and Innovation Board), a government enterprise development agency that develops and promotes internationally recognised standards and quality assurance.
With the best of SIA’s service philosophy infused with SPRING’s experience in setting standards for business excellence and innovation, We_They delivered the business advantage that organisations – public and private, large and small – needed to provide outstanding customer value, quality and performance.
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