Are your customers leaving you for your competitors? This hurts, doesn’t it? What you need is a competitive edge. But how can you create an outstanding customer experience that will attract new customers and keep existing customers coming back for more? The answer is being open to innovative ways to wow your customers.

Remember that it’s all about the customer. If you focus on understanding the needs of your customers and creating friendly services that make their lives better, you will create an experience that customers would love to return to again and again. 

Excellent customer service drives loyalty across all industries. Conversely, if your service is poor, you’ll end up driving your customers to your competition.

That said, how can you create solutions that are empathetic to your customers’ needs? How about you apply design thinking to your strategy and processes? It’s a problem-solving framework where humans create win-win solutions for fellow humans from the inside out, rather than outside looking in.

Design thinking will help you foster service innovation in your organization. This course will expose you to tips and techniques that clarify the process. It will also touch on using effective communication techniques to engage with customers and handle online and offline service challenges. 

 

• Explain the importance of providing a good customer experience and how it is shaped by customer engagement across various platforms.
• Describe three key digital customer engagement platforms and their benefits to the organisation and its customers.
• Optimise the use of organisational resources when engaging customers over the key digital platforms.
• Demonstrate professional etiquette and use principles of effective communication when engaging customers over key digital platforms.
• Use and maintain a customer service knowledge base to engage customers effectively.
• Adhere to the requirements of the Personal Data Protection Act (PDPA) when using the customer service knowledge base.
• Escalate feedback received over digital platforms according to the organisation service standards.
• Provide appropriate responses to online service challenges using appropriate communication techniques.
• Escalate online service challenges that are unresolved according to organisational procedures.