Customer Service Practitioner

What you'll learn

On this course, you will cover the following topics:

Knowing your customers

• understand who customers are
• understand the difference between internal and external customers
• understand the different needs and priorities of your customers and the best way to manage their expectations, recognising and knowing how to adapt style to be highly effective

Understanding the organisation

• know the purpose of the business and what ‘brand promise’ means
• know your organisation’s core values and how they link to the service culture
• know the internal policies and procedures, including any complaints processes and digital media policies that are relevant to you and your organisation
• meeting regulations and legislation
• know the appropriate legislation and regulatory requirements that affect your business
• know your responsibility in relation to this and how to apply it when delivering service

Systems and resources

• know how to use systems, equipment and technology to meet the needs of your customers
• understand types of measurement and evaluation tools available to monitor customer service levels

Your role and responsibility

• understand your role and responsibility within your organisation and the impact of your actions on others
• know the targets and goals you need to deliver against

Customer experience

• understand how establishing the facts enable you to create a customer focused experience and appropriate response
• understand how to build trust with a customer and why this is important
• product and service knowledge
• understand the products or services that are available from your organisation and keep up-to-date.