Professional Development (Executive) Series: Promote a Customer Centric Experience
About This Course
At the end of the course, learner will be able to:
- Conduct customer need analysis across touchpoints to enhance customer experience delivery
- Demonstrate positive customer experience aligned with organisation‘s customer experience philosophy
- Respond to customer requests and escalate potential issues as per organisation's service policies and procedures.
- Collect customer experience metrics data
- Review learnings from customer feedback to propose improvements to gaps in customer experience and service
What You'll Learn
Organisation needs to remain relevant and responsive to customers – internal and external. Understanding customers needs and goals forms the basis of promoting a customer centric experience.
This course is designed to help learners analyse customer’s perspective and needs to ensure positive customer interaction aligned with the customer experience philosophy of the organisation. This include responding to customer requests and esca-lating potential customer experience issues in the delivery of customer experience across all organisations’ touchpoints and to collect meaningful data to review and improve customer experience.
Entry Requirements
It is assumed that the participant’s should minimally possessed the following profile:
• Possess minimum of Secondary or equivalent level of education; or
• Be able to speak, listen and read English at a proficiency level not lower than the Workplace Literacy (WPL) Level 5; and
• Have less than 1 years of work experience