Focus on understanding your customers’ needs and create friendly services to wow them. Acquire a design thinking mindset to promote customer service innovations to make a “wow” customer experience that would turn them into loyal clients. Learn tips and techniques to engage customers and handle online and offline service challenges.

What you will learn

• 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.