Customer Experience Management (SF - Senior Associate)

This course aims to help retail staff leverage organisational resources effectively to engage customers across the many platforms that they use alternately. In today’s omnichannel environment, retailers must be well-equipped to reach their customers through both physical and digital platforms effectively and in a relevant way throughout the customer service journey. It is imperative, as such, that retail frontline staff must be upskilled on these platforms, as well as gain the necessary understanding of the business knowledge base in order to optimise service delivery. Service excellence is a key differentiating factor contributing to business competitiveness and in turn business success and sustainability. Learners will acquire the knowledge and skills on how to leverage key platforms together with the use of effective communication methods for enhancing customer interaction and engagement, as well as exercise sound judgement in the customer feedback escalation process for appropriate resolutions to be applied.