Address Customer Needs

This course is designed to help new and aspiring service team leaders develop the skills and knowledge to lead their teams to meet and exceed the expectations of their customers for quality customer service.
Address Customer Needs



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.


The content of this course includes the following units:

  • 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


Online courses at Global Management Academy are IPad, Android and Mobile Phone Compatible, and comprise:

  • Online presentations
  • Online quizzes
  • Online videos
  • Downloadable learning manual / workbooks / templates/ articles (manuals contain between 60 and 100 pages)
  • Continuous Tutor support throughout the course

Suitable For: Team Leaders and New First Line Managers

Course Duration: 24 Hours (You will have access to your course for 90 days from date of purchase)

Certification: Global Management Academy Completion Certificate

ILM EQUIVALENCE: 8600-205 Meeting Customer Needs (2 Credits)

Payments options are available at checkout.

Payment Path At Checkout Monthly
Pay in Full £ 10.00 - - £ 10.00

Purchases over £ 100.00 qualify for our installment plan.

Please complete this form and we will send you a free trial of this and other Global courses.

Please complete this form and we will send you a free trial and brochure for this course.

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Address Customer Needs


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