SOFTSKILLS-EYCSDEL : Elevate Your Customer Service - Drive Engagement & Loyalty Funded Course

Module 1: Introduction to Customer Service Excellence

Objective: Establish the foundation for exceptional customer service and set the tone for the course.

• The role of customer service in modern business.
• Overview of customer engagement and loyalty.
• Exercise: Participants share customer service experiences and analyze key takeaways.

Module 2: Leveraging Organizational Resources for Customer Engagement

Objective: Equip participants with knowledge of available resources to better serve customers on various platforms.

• Identifying organizational tools and resources (CRM systems, social media, helpdesk software, etc.).
• Cross-platform consistency in customer interactions.
• Activity: Case study on using technology for efficient customer service.

Module 3: Professional Etiquette and PDPA Compliance

Objective: Ensure participants understand professional behavior and legal compliance during customer interactions.

• Principles of professional etiquette in customer service (language, tone, presentation).
• Overview of Personal Data Protection Act (PDPA) and its application.
• Best practices for protecting customer data.
• Activity: Role-play scenarios involving adherence to PDPA and professional standards.

Module 4: Escalating Feedback Based on Organizational Guidelines

Objective: Train participants to efficiently escalate customer feedback using proper procedures.

• Identifying types of feedback: positive, neutral, and negative.
• Escalation procedures within the organization.
• Maintaining professionalism during escalation.
• Exercise: Group discussion on when and how to escalate feedback across platforms.

Module 5: Understanding Customer Expectations

Objective: Analyze modern customer expectations and factors that influence loyalty.

• Trends in customer expectations: personalisation, speed, and empathy.
• Key drivers of customer satisfaction and loyalty.
• Activity: Interactive exercise where participants map out evolving customer expectations in their industry.

Module 6: Enhancing Communication Skills for Positive Interactions

Objective: Develop advanced communication skills for effective customer interactions.

• Active listening techniques to fully understand customer needs.
• Using empathy to connect with customers emotionally.
• Conflict resolution: handling difficult situations calmly and professionally.
• Role-play: Participants engage in mock interactions that involve applying active listening, empathy, and conflict resolution techniques.

Module 7: Implementing Engagement Strategies Across Touchpoints

Objective: Learn strategies to drive meaningful engagement at each customer touchpoint.

• Exploring digital tools (chatbots, social media, and email) to personalize engagement.
• Creating memorable customer journeys.
• Consistent messaging and customer experience across touchpoints.
• Workshop: Participants design a multi-touchpoint customer journey using engagement tools.

Module 8: Leveraging Emotional Intelligence in Customer Service

Objective: Understand and apply emotional intelligence to build strong customer relationships.

• The role of self-awareness and empathy in customer service.
• Managing one’s emotions during high-pressure situations.
• Building rapport through emotional intelligence.
• Activity: Emotional intelligence self-assessment followed by group discussion on improvement strategies.

• Key metrics: Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES).
• Analyzing feedback to identify areas for service improvement.
• Actionable strategies for improving customer loyalty over time.
• Group Exercise: Participants develop a loyalty improvement plan for a sample business.

• Types of service challenges: complaints, service failure, and irate customers.
• Best practices for responding to and resolving complaints.
• Managing customer expectations during service disruptions.
• Case Study: Participants work through challenging service scenarios and present their solutions to the group.