Outcomes
On completion of this course, you should be able to:
- Identify priority improvement areas
- Understand your role and importance as a customer service provider
- Create “fans” and “advocates”
- Manage attitudes and emotions to ensure a consistent, positive customer experience
- Deal with complaints and conflict situations
Unit 1 – The Value of Customers
Unit 2 – Quality Service
Unit 3 – Communications
Unit 4 – Self-Management
Unit 5 – Complaints and Conflict
Customer service staff who deal with customers face-to-face, over email, on the phone or on social media, along with customer service team managers or leaders.
- 2-day workshop, instructor-led
- Comprehensive Learning Guide