Customer Experience Management Diploma

Study Notes

Work-Study Diploma in Customer Experience Management

This document outlines a one-year Work-Study Diploma in Customer Experience Management
It covers Customer Service Communication (CU72006)
The document is in 1st edition, published in October 2024

Unit 1: Determine Customer/Stakeholder Communication Requirements
- Covers types, characteristics, and functions of stakeholders in an organization
- Explains the purpose of customer/stakeholder communication
- Outlines types and features of communication goals
- Specifies reasons for identifying specific communication goals and target audience
- Describes types and characteristics of target audience
- Details types and characteristics of customer/stakeholder needs
- Explains customer/stakeholder interaction moments
- Describes the types of information required for insights into customer/stakeholder needs
- Outlines procedures for gathering, analyzing, and producing insights
- Details types of communication channels and their advantages and disadvantages
- Covers the process and requirements for preparing a communication plan
- Includes discussion of challenges faced with identifying customer/stakeholder requirements
Unit 2: Implement Customer/Stakeholder Communication Strategy
- Discusses the benefits of customer/stakeholder communication
- Outlines regulations and guidelines on privacy, security, and data use in Singapore
- Specifies types of communication styles suitable for a wide variety of occasions and audiences
- Outlines procedures and application of active listening, questioning techniques
- Covers audience characteristics, speaking skills, and best practices
- Details the role of non-verbal communication in a range of contexts
Unit 3: Collaborate in Workplace Environment
- Explains the roles played in a collaborative process and how these roles contribute to overall effort
- Discusses key problems and challenges that arise in work group contexts
- Describes methods and techniques to resolve team problems and conflicts
- Explains the value of networks and work relationships in teams and organizations
- Covers methods for building relationships
Unit 4: Evaluate Customer/Stakeholder Communication Strategy
- Explains the purpose of customer/stakeholder communication evaluations
- Specifies processes for planning the evaluation strategy
- Outlines typical criteria and KPIs for measuring communication effectiveness metrics
- Details best practices and standards for successful transactions
- Provides legal and ethical guidelines for handling customer/stakeholder information
- Covers challenges faced during the evaluation phase and strategies to overcome them

Internal and External Stakeholders

Internal Stakeholders: Individuals or groups within the organization, such as co-workers, supervisors, and management, who have a vested interest in its success.
- Co-Workers and Peers are individuals within the organization who share the same level of responsibility
- Supervisors are individuals who directly manage and oversee the work of others
- Management is the team responsible for key decisions
External Stakeholders: Individuals or groups outside the organization, such as customers, suppliers, government agencies, and the local community, who have a vested interest in the organization's performance.
- Customers are individuals who purchase the organization's products or services.
- Suppliers and vendors are individuals or groups providing resources or services required for operations.
- Government and agencies are governmental bodies that regulate organizational activities.