Essentials - Customer Service - Putting Customers First
This course will help you understand the importance of quality customer service. You will learn the importance of effective customer service, how to identify customer needs, and the benefits of excellent customer service for your business.
Course Description
Learn why you must care for your customers. In today's business environment there's often little to choose between one organisation's products/services and another's. The quality of customer service can be the crucial difference between success and failure. This course will help ensure your customers have POSITIVE feelings about you and your organisation and so build customer loyalty.
Learning Objectives
Participants will acquire the knowledge and skills to:
- Explain the importance of effective customer service
- State the benefits of good customer service for the customer, you and the organisation
- Define the importance of 'Moments of Truth'
- Identify stated and unstated needs
- Ensure your actions satisfy the customer's needs
- Explain what's meant by customer satisfaction
Course Contents
- Why Put the Customer First
- Moments of Truth
- Satisfying Customer Needs
- That’s all Very Well, But
- Including: Check my Understanding Tests and Full Course Test
Course Duration
90-120 minutes
