PWM-Retail: Customer Experience Management (SF-Senior Associate) [Classroom Facilitated]

This course is targeted at helping the Retail Assistant/Cashier and Senior Retail Assistant/Senior Cashier in the Retail Sector to leverage practically and professionally on available organizational resources to engage customers over a range of various platforms. In this post-Covid era, many retailers have since pivoted to reaching and engaging their customers through various platforms in the customer service journey. Hence, there is an urgent need for frontline retail employees to skill up quickly in understanding the structure of their organization’s service knowledge base and be able to communicate and engage customers effectively and professionally over the various platforms that their organization has adopted.

With this course, learners will be able to better appreciate the reasons for engaging customers over multiple platforms, as well as acquire the skills and appropriate methods to make the most intelligent use of the available resources in their organisations. Participants will also learn the principles of effective communication to engage customers professionally and ethically, in accordance with their organisation’s guidelines.

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