19th & 20th March 2018
Duration: 2 DAYS
For those working in a customer service role seeking to be more effective and confident in their service to customers. This course focuses on:
- Understanding Customers
- Principles of Customer Service
WHAT YOU WILL LEARN
Understand their customers’ individual needs and expectations in order to tailor their customer service offer and maximise customer satisfaction. You will understand the various types of customers that you will encounter in a customer service role. You will learn about what customer expectations are, how they can vary depending on social or cultural factors and what happens when expectations are not met. You will also gain an understanding of the essential principles required to deliver good customer service. You will also understand what organisations do to ensure customer service is delivered consistently and to a high level, and what can go wrong when systems fail and how organisations manage and use customer information.
WHAT IS INVOLVED?
Courses are delivered as workshops to gain new knowledge. Successful Certification comes from completing an external test or work based assignment focused on your business.
Courses are delivered at our Hereford offices or, if appropriate, can be delivered in your workplace according to numbers.