SkillsFuture Singapore (SSG)

This course is about enabling learners to play their role in assisting their organisations to enhance customer experiences in a digital environment. To achieve this business goal, learners will uncover the significance of customer experience to the organisation; characteristics affecting customer experience; current trends and best practices on customer engagements via digital platforms. Additionally, individuals who complete this course will have gained the ability to use the current knowledge on this topic and apply it almost immediately in their work tasks.

First, learners will discover the real meaning of ‘Customer Experience’ and how customer engagement is used to create a memorable customer experience through different digital customer engagement platforms. Second, they will be taught how to optimise organisational resources when using digital platforms. Third, when they respond to customers over these platforms, they will use principles of effective communication and demonstrate professional etiquette. Fourth, they will learn to use an effective customer knowledge base when responding to customers, being mindful that such usage must comply with regulatory requirements i.e. Personal Data Protection Act (PDPA). Finally, learners will be guided on how to escalate feedback over digital platforms according to organisational guidelines and service standards

Age: 30-55 years. Education level: GCE ‘N’; ‘O’ and NITEC graduates. Literacy & Numeracy level: At least WPLN level 4 (listening/speaking and reading/writing). Working experience is an advantage, not a must.