Customer Experience Management: The Digital Etiquette Advantage
About This Course
This training program equips retail professionals with the skills and knowledge needed to engage customers effectively through the customer service knowledge base, with the advantage of professional digital etiquette, handling feedback, and adhering to PDPA requirements. It aligns with the changing landscape of retail industry, ensuring that professionals can thrive in this evolving sector.
What You'll Learn
• This unit equips learners with essential knowledge of customer service knowledge base structure and content, emphasizing input and update routines.
Learning Unit 2: Effective Communication and Etiquette
• In this unit, learners will master effective communication principles and digital etiquette for customer interactions.
Learning Unit 3: Digital Etiquette in Customer Interactions
• learners will apply digital etiquette principles, address etiquette challenges, and utilize digital etiquette in real-world customer interactions.
Learning Unit 4: Data Protection and Compliance
• This unit delves into Personal Data Protection Act (PDPA) requirements in digital customer interactions, ensuring compliance and data protection.
This course is designed to allow learners to gain expertise in digital etiquette and digital foundation skills on the elements required to create, manage, update, and maintain a customer service knowledge base, preparing for success in the dynamic landscape of retail customer experiences.
Entry Requirements
Participants should be able to speak, listen and read English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification (ES WSQ) Workplace Literacy (WPL) Level 3
3. Target age group
• 25 years old and above
Assumed Attitude
• Have effective communication and relationship management skills to work with employees from all levels and areas within an organization
Prerequisite Skills and Knowledge
• Manage the delivery of services to stakeholders within projects of limited scope
• Have effective communication and relationship management skills to work with employees from all levels and areas within an organisation
• Provide support to operational employees in the implementation of change processes
• Work with competitive knowledge of the business, industry, and sector in which the organisation operates
Required Years of Experience in Relevant Domain
• Have some relevant working experience in the Retail industry
Minimum education lev