Course Introduction

This course is targeted to help retail staff leverage practically and professionally available organisational resources, to engage customers over various platforms.

In this post-Covid era, many retailers have since pivoted to reach their customers through myriad platforms in the customer service journey. There is thus an urgent need for frontline retail employees to skill up quickly in understanding the structure of their organisation’s service knowledge base. The purpose of which to engage customers effectively and professionally via these platforms that their organisation has adopted.

Learners will better appreciate the reasons for the omni-channel approach, as well as acquire the skills and appropriate methods to make the best use of the available resources in their organisations.

Learners will also practise the principles of effective communication to drive customer’s engagement and escalate feedback, in accordance with their organisation’s guidelines.