About this Course

Client engagement is vital to the growth of any organisations. Learn how to leverage on the available organisational resources to strengthen client relationships. This program also emphasizes on professional etiquette and tension resolving techniques. 

Program Highlights:

Engage clients across the various platforms

• Types of customer engagement platforms and its features
  
• Illustration of professional etiquette such as telephone etiquette, principles of effective communication and observing effective written communication
  

Practise professional etiquette in conformance with organisational guidelines

• Understanding organisational framework
  
• The know-hows of practicing professional etiquette within an organisational framework
  

Resolve tension in line with organisational guidelines

• Methods to resolve tension
  
• Feedback escalation techniques and procedures
  

Training Delivery Methodology

• Mini lectures – to succinctly explain the concepts and theories
  
• Interactive activities: Group participations and discussions on knowledge and procedural process.
  
• Group and individual exercises for practical activities
  
• Independent learning sessions to practise skills and evaluate own progress based on case studies involving extensive trainee participations in order to ensure maximum understanding
  

Duration

1 days

Who Should Attend

Service Crew, Store Advisors, Customer-facing Staff, Call Centre Officers, Customer Service Representatives

Certification

Participants who successfully complete the course will be awarded a Statement of Attainment

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