Customer Experience Management with Customer Orientation Level 2 (Asynchronous and Synchronous eLearning)
About This Course
The performance gaps in many food services establishments with customer facing services include lack of knowledge in PDPA compliance and limited abilities to recognise and select the appropriate methods to portray professional etiquette when responding to customers over various platforms.
To address the performance gaps, this course will include learning content related to customer engagement platforms, communication etiquette, customer behavioural patterns, service evaluation models and customer experience metrics, customer experience and relationship strategies and PDPA to better engage customers over various platforms and improving the overall customer experience.
What You'll Learn
1. Identify the various customer engagement platforms to interact with customers to better understand customer behavioural patterns.
2. Recognise the structure of the customer service knowledge base and the importance of the compliance of Personal Data Protection Act (PDPA).
3. Apply effective communication techniques to portray professional etiquette when using various customer engagement platforms including using appropriate service evaluation models and customer experience metrics to address and manage customers’ needs and expectations.
4. Distinguish customer experience management strategies and customer relationship management strategies, including recommendations to improve customer experience and implementation of appropriate strategy to maintain relationships with customers.
Entry Requirements
- Basic numeracy and English literacy (Level 3)
- Basic computer and digital literacy
- Age 18 years old and above