This fabulous, comprehensive program delves deep into the essential elements of customer engagement. Standards, strategies, measurement, support, communication, brand and service are just some of the many topics covered throughout the program.
This program is focused on all the key enablers to implement customer engagement objectives, standards and strategies.
The program takes participants on the journey from strategy to implementation and then, to ongoing measurement and support. This journey will lead to significant improvements in performance, service, engagement and brand in the eyes of the customer.
A variety of learning approaches are used including case studies, knowledge-bite videos and analysis of Australian and world’s best practice service providers.
Maximising Customer Engagement aligns directly to the competencies of the Certificate IV in Customer Engagement. Having completed the face-to-face elements of the program, participants can gather evidence of how they have implemented the strategies in the workplace. Then, upon successful completion of the assessment component, participants can gain this Nationally Recognised qualification.
This premium program uses a blended learning approach which includes face-to-face sessions, access to our online learning platform and 12 months Professional Membership of AIM WA. Learn more at aimwa.com/blendedlearning
Participants should be able to:
- Create a one year service operational/business plan
- Identify and communicate a customer ‘touchpoint’ map strategy for all engagements
- Plan monthly areas of focus for engagement addressing targeted customer types and/or needs
- Create a skills matrix to identify development, succession and coaching needs.
Fee includes the cost of assessment for the Certificate IV in Customer Engagement (13 x units of competency).
Relationship to Competency Standards
Certificate IV in Customer Engagement
Coordinate implementation of customer service strategies
Develop teams and individuals
Implement and monitor WHS policies, procedures and programs to meet legislative requirements
Address customer needs
Implement customer service standards
Show leadership in the workplace
Schedule customer engagement activity
Process customer complaints
Develop work priorities
Manage stress in the workplace
Promote innovation in a team environment
Develop a workplace learning environment
Implement operational plan
Please click on the qualification link above for Qualification information and total fees.