This accredited qualification is suitable for candidates wishing to improve their knowledge of the importance of customer service including how to satisfy customers’ expectations. It has been designed for delivery to all candidates working or preparing to work in a customer service role and is applicable to a variety of work environments. The qualification covers the principles of customer service including how to meet customer expectations, the importance of appropriate behaviour and communication techniques as well as ways to deal with problem customers.
- The purpose of customer service and how it affects the success of an organisation - The different types of customers and their range of needs - How effective teamwork impacts of customer service - The difference between customer expectations and customer satisfaction - How to create fans not customers - Why it is important to ensure effective customer relationships are maintained - Methods of obtaining customer feedback - Different types of communication including non verbal communication - Customer service skills required when using the telephone - Common causes of customer problems and complaints - Ways of handling difficult customer situations
What You Will Learn
By the end of the course candidates will:
- Understand the principles of customer service - Understand how customer needs and expectations are formed - Know the interpersonal skills and appropriate behaviour required in the customer service environment - Understand the principles of responding to customers’ problems or complaints
Usually 9.00am - 4.00pm. Course times will be confirmed in the joining instructions once the course has been booked.
The course either has new dates in data loading, or is only run as a dedicated or In Company course.