PWM-Retail: Customer Experience Management (SF-Senior Associate) [AOP]
About This Course
This course is only for the low wage workers in the PWM-Retail Sector.
This course is targeted at helping the Retail Assistant/Cashier and Senior Retail Assistant/Senior Cashier in the Retail Sector to leverage practically and professionally on available organizational resources to engage customers over a range of various platforms. In this post-Covid era, many retailers have since pivoted to reaching and engaging their customers through various platforms in the customer service journey. Hence, there is an urgent need for frontline retail employees to skill up quickly in understanding the structure of their organization’s service knowledge base and be able to communicate and engage customers effectively and professionally over the various platforms that their organization has adopted.
With this course, learners will be able to better appreciate the reasons for engaging customers over multiple platforms, as well as acquire the skills and appropriate methods to make the most intelligent use of the available resources in their organisations. Participants will also learn the principles of effective communication to engage customers professionally and ethically, in accordance with their organisation’s guidelines.
What You'll Learn
1. identify the reasons for engaging customers over various platforms
2. leverage available organizational resources in engaging customers over various platforms
3. portray professional etiquette when responding to customers over various platforms using principles of effective communication and in accordance with organizational guidelines
4. describe the structure of customer service knowledge base
5. list the PDPA requirements pertaining to customer service knowledge base
6. adhere to PDPA requirements when using the customer service knowledge base
7. escalate feedback received over various platforms using appropriate methods that are in accordance with the organization’s guidelines
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