Customer Service Essentials
Short course
Online
Description
-
Type
Short course
-
Level
Beginner
-
Methodology
Online
-
Class hours
20h
-
Duration
Flexible
-
Start date
Different dates available
This course is designed to help first-line managers develop their skills and knowledge in the management of service delivery. Whether in the commercial or public sector, this course will provide you with the skills, knowledge and practice to successfully lead a frontline service team.
In this course, you will learn how to identify the drivers of customer satisfaction in your business, and how to identify and prioritize customer needs. You will also learn how to analyze your organization’s service profile, and measure customer satisfaction, in order to identify how to improve service delivery. In addition, you will learn how to improve your teams’ management of customer services including complaints and difficult customer service situations.
Facilities
Location
Start date
Start date
About this course
Service Managers and Business owners
CERTIFICATION: - Global Management Academy Certificate.
Reviews
Subjects
- Customer Service
- Service Management
- Customer Service Management
- Customer Manager
- Customer satisfaction
- Customer
- Customer Needs
- Customer Expectations
- Customer legal rights
- Service Charter
Teachers and trainers (1)
James Johnston
Director of Studies
James is the ILM Program Director at Global Management Academy. James has an MBA and MA Education, and has 30 years of experience in Senior Management, Business Consulting and ownership of several companies, including software and consulting companies in Australia and Britain.
Course programme
The content of this course includes:
- Understanding the principles of effective customer Service
- Defining customer satisfaction
- Knowing your Customer
- Identifying customer needs and expectations
- How to meet customer needs
- How to exceed Customer Expectations
- Collecting and Using Customer Feedback
- Respecting Customer legal rights
- Develop a Service Charter
- Developing Service Policy Statements
- Managing Customer Complaints
- Planning Service Improvement
Additional information
Buy one course, get one Free
Simply purchase the course of your choice, and your tutor will then contact you to offer you one additional course of your choice from our E-Course Library to the value of £99, free of charge.
Customer Service Essentials