This programme can run as an online or classroom training

(Available also for Customised Training by Duration, Venue & Fee)

Course Contents

DAY ONE

Technical Capabilities

Strong product knowledge
Trouble-shooting skills
Process-oriented analytical skills
Diagnose and isolate problems
Determine preliminary solutions
Implement solution
Properly escalate unresolved incidents to a higher officers
Track, route and redirect problems correctly
Recommend procedure modifications or improvements

DAY TWO

Personal Organization

Master relaxed work environment
Develop collaborative team spirit
Positive and optimistic approach to problem solving
Promptly handle enquiries and requests
Excellent communication skills
Care for and focus on quality outcomes.
Provide feedback and see problems through to resolution
Ascertain proper recording, documentation and closure on assignments

DAY THREE

Customer Relations Capabilities

Respond to messages for customers seeking help
Follow up with customers to ensure issue has been resolved
Gain feedback from customers
Find natural joy in helping customers
Work as an equal partner with customers
Utilise excellent customer service skills and exceed customers’ expectations