WSQ Interact With Customers

Course details

This course aims to encourage a positive attitude while interacting with customers as well as imparting practical communication skills relevant to customer services.

Course Objectives

• Deliver service to customers
• Respond to customer issues/complaints
• Handle exchanges, returns and refunds

Course Outline

• Communication modes, both verbal and non-verbal, for effective interactions with customers and colleagues
• Interpersonal skills required for effective interactions with customers
• Importance of compliance with the Consumer Protection (Fair Trading) Act
• Limits of authority and personal responsibility in delivering service to customers
• Industrial knowledge of the retail business and competitors’ products and services
• Organisational procedures and guidelines relating to handling complaints, exchanges, returns and refunds
• Relevant documentation required for handling customers’ issues, complaints, exchanges, returns and refunds