Deliver Digital Service Excellence: Respond to Digital Service Challenges
About This Course
This programme will help the learners gain practical skills to handle challenging client situation in the digital world.
At the end of the course, learners will be able to:
1. Demonstrate self-awareness and emotional regulation in evolving contexts to improve future behaviour in today’s digital world
2. Apply questioning and information processing techniques to gather information on digital service challenges at the workplace
3. Use different methods of ideation, experimentation, and problem-solving techniques to explore alternative solutions to digital service challenges
4. Respond to evolving contexts by setting short-term goals and adjusting to digitalization at the workplace
5. Use metrics to evaluate the team’s digital service performance
6. Assess your own digital service performance
7. Identify development opportunities to enhance performance in evolving technology-based contexts
What You'll Learn
Being a client-fronting workforce of the organisation can be challenging when faced with various client experiences. Especially in the current digital world, a negative comment made in the digital world can have a big impact to the organisation’s businesses. It is important that service professionals know how to manage and resolve the challenging client situation in the digital world to protect the organisation’s businesses and brand image.
This programme is aimed for all face-fronting workforce to be able to identify and manage challenging client situations and also to be able to change challenges into opportunities, even in digital space.
Entry Requirements
It is assumed that the participant’s should minimally possessed the following profile:
• Possess minimum of Diploma or equivalent level of education; or
• 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 5