Customer Experience Design (part of the MC4 of Diploma in Business Practice (Customer Relationship & Service Management))
About This Course
This is part of Modular Certificate in Service Management (MC4) of Diploma in Business Practice (Customer Relationship & Service Management).
This module consists of 30 hours of training.
What You'll Learn
1. Evaluate the influence of internal factors, situational effects, groups, and social media in relation to the customer experience.
2. Document the stages of the customer life cycle by applying service design tools such as customer journey mapping.
3. Explain the objectives of effective customer feedback systems by using metrics, reports and tools.
4. Explain the use of various technologies in relation to designing improved omni-channel customer interactions.
Entry Requirements
Applicants with any of the following qualifications are invited to apply for the course:
1. Minimum of 3 GCE ‘O’ Level credits, including English, Mathematics and at least 1 year of relevant working experience;
2. NITEC with GPA ≥ 3.5 OR
GPA ≥ 3.0 and at least 1 year of relevant working experience;
3. Higher NITEC with GPA ≥ 2.0 OR
GPA ≥ 1.5 and at least 1 year of relevant working experience;
4. NITEC in Services / Technology with GPA ≥ 3.5 and at least 1 year of relevant working experience;
5. Higher NITEC in Services / Technology with GPA ≥ 2.0 and at least 1 year of relevant working experience;
6. Relevant WSQ Advanced Certificate (or higher), and at least 1 year of relevant working experience and Workplace Literary & Numeracy (WPLN) at Level ≥ 6.
7. Others - At least 2 years relevant work experience (subject to interview/assessment).
Recognition of Prior Learning (RPL)
Applicants who do not meet the entry r