Customer Experience Management

SIM Professional Development

How long?

  • 2 days
  • in person

What are the topics?

SIM Professional Development

Disclaimer

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Who should attend

  • Level 2 - Supervisor, Executive, & Emerging Managers
  • Level 3 - New Managers
  • Level 4 - Managers

About the course

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

Business Outcome

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.

Learning Outcome

  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.

Course outline

  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

Customer Experience Management at SIM Professional Development

From  SGD 642$491

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Thank you for your application

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Disclaimer

Coursalytics is an independent platform to find, compare, and book executive courses. Coursalytics is not endorsed by, sponsored by, or otherwise affiliated with any business school or university.

Full disclaimer.

Read more about Marketing

During Marketing courses, you will learn how to develop a business idea and create the right website to promote your product. You will gain the skills to analyze your business performance and make key decisions that improve the efficiency of your bus...

Because of COVID-19, many providers are cancelling or postponing in-person programs or providing online participation options.

We are happy to help you find a suitable online alternative.