CUSTOMER EXPERIENCE MANAGEMENT
In today’s connected world, customers expect and demand easy access to accurate information. And to do that, they want the answer they need immediately. With a strong customer service knowledge base, organizations will be more nimble to meet customers’ expectations and to deliver a positive customer experience.
This programme will give you the know-how to build an effective customer service knowledge base and provide ways to leverage on it.
Participants will be gain knowledge and skills from using key elements to build a sound customer service knowledge base. Understand the importance of a knowledge base to optimize on their customer experience interaction, an emerging strategy to raise your competitive advantage.
1. Know the difference between customer experience management and customer relationship management
2. Create content and categorise information
3. Demonstrate ways to effectively use knowledge base
4. Analyse key industry trends in customer service knowledge base management
As part of the training and learning during this course, photography and/or video recording of participants in action will be done.
1. What is CEM
2. Pillars to customer experience management
3. Content creation & classifying information in the customer service knowledge base
4. Analyse customer service knowledge base
5. Leveraging your customer service knowledge base
6. Trends in knowledge base management
7. Adhering to PDPA
Who should attend?
Level 2 - Supervisor, Executive, & Emerging Managers
Level 3 - New Managers
Level 4 - Managers
Ms Jenna Comet has diverse experience in both multinational corporations and small enterprise. She has a rich and broad experience in the retail industry where she succeeded in leading several transversal positions in business and human capital development. An action orientated self-starter, she has lived and worked in an international environment. Her career started in boutique management where she learnt the ropes of being an entrepreneur and how to motivate a team to achieve the commercial objectives. Intrigued by broader business strategy, she assumed a role in regional marketing for APAC. Jenna enhanced her business acumen in retail management and CRM with a leading luxury house. Her passion for people led her to diversify her capability in learning and development. Due to her versatility & drive, she was nominated to be the head of human resources for SEA & Oceania. Jenna was a member of the Regional Exco where she served as a trusted advisor to the senior management team.
Throughout her career Jenna has mentored and coached leaders from various functions and levels.
Currently an independent Talent Development and Leadership Coach, Jenna provides bespoke learning and organisational development services to individuals as well as organizations. Her clients include the social services enterprise, tertiary institutions, SMEs and MNCs.
|Programme Fee||Amount (including 7% GST)||Remarks|
|Full Fee with GST||$642.00||-|
Funding option available soon, watch this space for more update