In today’s highly digitalised environment in a physical world, people interact and engage on a multitude of platforms and devices. Businesses in turn must adopt an omnichannel approach, but driven by a sound Customer Experience strategy. Service excellence is without question a key competitive differentiator, but it is also a key challenge to sustain consistently across the multitude of channels in meeting customer expectations satisfactorily.
In the highly competitive Retail industry, retailers must ensure that they invest wisely in providing their Sales and Service staff with the essential knowledge, skills and resources to support a seamless omnichannel customer experience that equates service excellence to its customers.
In this module, Sales and Service Supervisors are given key insights to the digital and physical retail and consumer landscapes. Alongside, they will learn how to navigate them effectively to deliver a seamless service proposition through optimal approaches in resource allocation, planning and management, and operational execution.
Topics covered in this module include:
1. The impact of digital transformation on the retail landscape
2. The value of resource planning and service operations for a multi-channel retail approach
3. Resource planning for service operations
4. Service operation management and implementation