Elevating Customer Experience Across Every Touchpoint
About This Course
This WSQ Elevating Customer Experience Across Every Touchpoint course prepares participants to deliver consistent, high-quality service across multiple engagement platforms. Learners will explore how to align organisational resources with customer needs, evaluate platform suitability, and adapt engagement strategies to meet evolving expectations. The course covers key trends in digital platforms, resource optimisation, and how to match the right channels with the right customer interactions.
Participants will also develop professional communication skills tailored for email, phone, chat, and social platforms, following organisational guidelines. Emphasis is placed on proper escalation of customer feedback through the appropriate channels and protocols, ensuring timely and effective resolution. Additionally, learners will understand and apply the Personal Data Protection Act (PDPA) when accessing and using the organisation’s customer service knowledge base, reinforcing ethical standards and data privacy compliance in service delivery.
What You'll Learn
LO1: Leverage organisational resources to engage customers effectively across various platforms.
LO2: Demonstrate professional etiquette and effective communication when responding to customers across various platforms, following organisational guidelines.
LO3: Escalate feedback received across various platforms in alignment with organisational guidelines.
LO4: Adhere to Personal Data Protection Act (PDPA) requirements when utilising the customer service knowledge base.
Entry Requirements
Knowledge and Skills
• Able to operate using computer functions
• Minimum 3 GCE ‘O’ Levels Passes including English or WPL Level 5 (Average of Reading, Listening, Speaking & Writing Scores)
Attitude
• Positive Learning Attitude
• Enthusiastic Learner
Experience
• Minimum of 1 year of working experience
Target age group: 21-65 years old