This intermediate-level Critical Core Skills course equips learners with the knowledge and skills to enhance customer engagement through digital platforms. Learners will analyze customer behavior patterns, evaluate customer experience metrics, and develop targeted strategies to improve customer satisfaction and loyalty. The course emphasizes using data-driven insights and customer feedback to refine service policies, address gaps in customer experience, and strengthen customer relationships. By applying customer relationship management strategies and digital engagement tools, learners will be able to deliver a seamless, personalized customer experience and drive long-term business growth through improved customer interactions.

What you will learn

This course covers advanced techniques in customer experience management through digital channels. Learners will analyze customer behavior, measure engagement effectiveness, and propose targeted improvements to enhance customer satisfaction and loyalty. Learners will be able to:

Analyse Customer Behaviour and Trends – Analyse multiple information sources to anticipate customer needs and expectations, evaluate customer needs to prioritize responses, and implement personalization strategies.
Evaluate Customer Experience Metrics – Assess customer engagements and conduct follow-ups to analyze experience quality, manage critical issues, and implement service recovery strategies.
Propose Customer Engagement Improvements – Identify gaps in customer experience, recommend improvements to service policies and procedures, and develop customer experience management strategies.
Review Effects of Improvements on Customer Relationships – Implement strategies to build customer loyalty and trust, foster two-way communication on digital platforms, and provide effective digital customer support.

Key skills covered include customer behaviour analysis, experience evaluation, service recovery, customer engagement, and relationship management. Learners will gain proficiency in using digital engagement tools, customer experience metrics, and service evaluation models to improve customer satisfaction.

Minimum Requirement

Education: Higher NITEC; GCE O; GCE A; Diploma graduates
Literacy/Numeracy level: WPLN Level 5

Course Details

Eligible Grant

SkillsFuture Credit
up to 70% WSQ funding
SSG Training Grant

Who Should Attend

Customer Experience Managers, Digital Marketing Managers, E-commerce Managers, Customer Relationship Managers, Marketing Analysts, Service Excellence Managers, CRM Specialists, Product Managers, Brand Managers, and Social Media Managers.

Course Duration

14 hours

Mode of Delivery

Synchronous e-Learning
In-person Classroom

Accessibility

Our location is wheelchair accessible

Course Reference Number

TGS-2025053480

Funding Validity Period

24 March 2025 – 25 September 2025

Why train with SSA Academy

One of the appointed training providers by SkillsFuture Singapore (SSG) for Critical Core Skills (CCS) framework
Over 35 years of experience in workplace skills training
Over 15 years of working closely with SSG
Extensive pool of trainers with wealth of experience
Customisation of course content to suit organisational needs*
Won numerous awards for Operational Excellence and Overall Business Performance

*Terms and conditions apply

Course Fee

Fees for course starting 1 Jan 2024 onwards

SELF-SPONSORED		SMEs	NON-SMEs		Full Course fee (Before GST)	Full Course fee (Include GST)
Singaporeans 21-39 yrs old Permanent Residents ≥ 21 yrs old & LTVP+	Singaporeans ≥ 40 yrs old	Singaporeans Permanent Residents ≥ 21 yrs old & LTVP+	Singaporeans 21-39 yrs old Permanent Residents ≥ 21 yrs old & LTVP+	Singaporeans ≥ 40 yrs old
Course Fee Funding 50%	Course Fee Funding 70%	Course Fee Funding 70%	Course Fee Funding 50%	Course Fee Funding 70%
$265.50	$175.50	$175.50	$265.50	$175.50	$450	$490.50