Course Description

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.

 

Course benefits

 

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.

As part of the training and learning during this course, photography and/or video recording of participants in action will be done.

 

 

Course Objectives

At the end of this course, you should be able to:

Clarify the roles and responsibilities of your supervisory role and adjust to the new role with confidence

Know the difference between customer experience management and customer relationship management

Apply 3K Strategies

Create content and categorise information

Create target personas to identify preferences that will help you decide on the type of content to deliver to your potential customers

Demonstrate ways to effectively use knowledge base

Craft out your content strategy to capture the attention of your potential customers

Analyse key industry trends in customer service knowledge base management

Clarify the roles and responsibilities of your supervisory role and adjust to the new role with confidence

Know the difference between customer experience management and customer relationship management

Apply 3K Strategies

Create content and categorise information

Create target personas to identify preferences that will help you decide on the type of content to deliver to your potential customers

Demonstrate ways to effectively use knowledge base

Craft out your content strategy to capture the attention of your potential customers

Analyse key industry trends in customer service knowledge base management

Course Fees And Grants

Programme Fees

Full Course Fee: $648.00(inclusive of 8% GST)

Nett Fee (after funding)*: $248.00

 

For Employer-Sponsored Participants:

SME: $248.00 Non-SME: $348.00

For Participants eligible for SkillsFuture Mid-Career Enhanced Subsidy:

40 years old and above

(Singapore Citizen only): $248.00

 

For Self Sponsored Participants:

SkillsFuture Credit is applicable for Singapore Citizens aged 25 years old and above only

 

Applicants may use SkillsFuture Credit for this course

Absentees will be charged the full course fee.

Course Schedule

CourseCodeVenueJan-23Feb-23Mar-23Apr-23May-23Jun-23Jul-23
Customer Experience ManagementCustomer Experience ManagementPhysical Class-23-24----

Registration

For Organisations on HRMS Learning Hub, you are strongly encouraged to use this platform for registration.

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COURSE FEES AND GRANTS

Programme Fees

Full Course Fee: $648.00(inclusive of 8% GST)

Nett Fee (after funding)*: $248.00

 

For Employer-Sponsored Participants:

SME: $248.00 Non-SME: $348.00

For Participants eligible for SkillsFuture Mid-Career Enhanced Subsidy:

40 years old and above

(Singapore Citizen only): $248.00

 

For Self Sponsored Participants:

SkillsFuture Credit is applicable for Singapore Citizens aged 25 years old and above only

 

Applicants may use SkillsFuture Credit for this course

Absentees will be charged the full course fee.

REGISTRATION

For Organisations on HRMS Learning Hub, you are strongly encouraged to use this platform for registration.

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