The Conduct Customer Engagement comprises of 1 micro-credential stacked course of learning, followed by a completion of assessment tasks at the end of each skill level, to test the learner’s knowledge and understanding.

Course Series: 1 of 1

Course Award: Micro-Credential 

Course Duration: 8 Hours Course 

Complexity: Intermediate

It comprises 16 lessons of learning, followed by a completion quiz to test your knowledge and understanding.  By the end of this course, you will demonstrate understanding in:

  • How to establish a clear understanding of product and service requirements. 
  • How to source information to assist in product and service knowledge. 
  • How to manage professional engagement 
  • How to greet and respond to customers and understand their needs.
  • Strategies to promote and build loyalty.  
  • Identifying customer expectations and special requests and taking appropriate action
  • Managing records that record engagement and issues.



Course curriculum

  • 1

    Introduction

    • Conduct Customer Engagement

  • 2

    Lesson 1

    • Understand product and service requirements
  • 3

    Lesson 2

    • Use product and service information
  • 4

    Lesson 3

    • Source information to build knowledge
  • 5

    Lesson 4

    • Business service objectives and KPIs
  • 6

    Lesson 5

    • Manage professional engagement
  • 7

    Lesson 6

    • Respond to customer enquiries
  • 8

    Lesson 7

    • Greet customers and clarify needs
  • 9

    Lesson 8

    • Maximise customer satisfaction
  • 10

    Lesson 9

    • Respond to concerns and build loyalty
  • 11

    Lesson 10

    • Customer follow-up
  • 12

    Lesson 11

    • Product and service preferences
  • 13

    Lesson 12

    • Customer retention and value for money
  • 14

    Lesson 13

    • Customer expectations
  • 15

    Lesson 14

    • Prioritise special requests
  • 16

    Lesson 15

    • Maintain business standards
  • 17

    Lesson 16

    • Keep records of engagement and issues
  • 18

    Test your knowledge

    • Instructions before taking the test

    • Next steps
  • 19

    The boring stuff

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