PWM-Retail: Service Challenges (SF-Associate)
About This Course
This course is only for the low wage workers in the PWM-Retail Sector.
The retail landscape is currently in the midst of transformation, driven by technology advancements and shifting consumer profiles. To survive the competition, customer experience has become a defining factor for retailers to differentiate themselves.
Through this Service Challenges (Level 1) module, learners will learn the importance of customer service in the customer journey, understand the various consumer profiles of shoppers as well as the skills to overcome service challenges to enhance the customer experience.
What You'll Learn
1. Define what is customer journey, the importance of understanding customer journey and how it impacts the customer experience
2. Review how technology has disrupted traditional brick and mortar retail and one’s perception of consumer profiles
3. Understand service challenges resulting from change in consumer expectations, and ways to overcome these gaps to enhance consumer expectations
Entry Requirements
- GCE 'N' level Credit (at least C5) in English and Mathematics or Workplace Literacy and Numeracy (WPLN) score: Level 4 for Reading, Listening and Numeracy
- With at least 1 year working experience in retail or 2 years in non-retail sector.