SVCF WSQ - Contribute to Customer Service Over Various Platforms Central

Course details

This WSQ service excellence competency framework module covers knowledge and application skills to leverage on available organisational resources when engaging with customers over various platforms. It also includes portraying a professional etiquette and escalating feedback received over various platforms.

Upon successful completion of the workshop, participants will be awarded with a Statement of Attainment (SOA) issued by the Singapore Workforce Development Agency.

Course Objectives

1. Leverage on organisational resources when engaging with customers over various platforms
2. Portray professional etiquette when responding to customers over various platforms in accordance with organisational guidelines
3. Escalate feedback received over various platforms in accordance with the organisation’s guidelines

Course Outline

Various platforms to engage customers

Platforms over which customers may be engaged with may include:

• telephone
• social media such as:
• internet forums
• social networks
• e-mail/mail

Reasons for staff to engage with organisation’s customers over various platforms may include:

• answering to queries or requests for information
• receiving or responding to feedback or complaints
• resolving product or service issues
• checking for availability of products or services

Organisational resources

Organisational resources used when engaging customers may include:

• stock lists
• contact details of stockists
• organisation policies (e.g. returns and exchange policies)
• customer complaints forms
• product knowledge databases
• standard Frequently Asked Questions (FAQs) supplied by organisation
• Customer Relationship Management (CRM) Databases

Sources of information on the organisation’s guidelines and procedure for the use of organisational resources may include:

• employee handbook
• colleagues, supervisors and managers

Portraying professional etiquette over various platforms may include:

• observing telephone etiquette when communicating over the telephone which may include:
• ensuring that phone calls are returned in a timely manner
• projecting a tone that is professional, natural, attentive and respectful
• answering calls promptly
• greeting the caller and indentifying yourself
• using the customer’s name during the conversation
• using reflective/active listening to clarify and check for understanding

applying principles of effective communication which may include:

• using customer-friendly language that is positive, open and inclusive
• speaking clearly and concisely
• using appropriate language
• listening carefully and asking questions to clarify
• providing information and feedback to others
• seeking feedback from others
• confirming that communication has been received and understood

observing principles of effective written communication which may include:

• using key words in subject line
• breaking message into sections for easy reading
• using simple language

Organisation’s guidelines may include:

• vision, mission and values
• service vision
• service brand
• service standards

Organisation vision, mission and values

Vision

An organisation’s vision may include:

• core ideology which defines what the organization stands for and why the organization exists
• envisioned future which defines what the organization aspires to become
• service vision

Mission

An organisation’s mission statement defines the organization's purpose and primary objectives.

Values

An organisation’s values describe the core principles that guide an organisation’s work. An organisation’s values may include:

• teamwork
• commitment
• ownership
• recognition
• service excellence
• personal development

Service vision

An organisation’s service vision may be :

• a statement towards attaining organisational service excellence
• an inspiration to staff to rouse feelings of ambition, enthusiasm and commitment to service excellence
• a guiding light for service excellence training that can transform the business towards attaining organisational service excellence

Service brand

An organisation’s service brand may be defined as the way an organization seeks to identify itself. Service brands :

• add depth and value to a company’s product offerings
• display publicly the company’s culture and values

Sources of information on the organisation’s service brand may include:

• employee handbook
• colleagues, supervisors and managers

Escalate feedback

Methods to escalate feedback may include:

• systems to capture feedback
• feedback to immediate superiors / team leads

Details of information to be provided when escalating feedback must include:

• details of feedback
• suggestions for improvement
• how improvement will enhance the customer experience
• possible impact of improvement

Who Should Attend

Call Centre Supervisors, Crew / Section / Team leaders, Assistant Store Managers, Supervisors, Service Team Leaders