Description
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 front-line 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.
COURSE DETAILS
- Suitable For: Team Leaders, First-line Managers and Customer Service staff
- Course Duration: 20 Hours
- Access Duration: 90 days from date of enrolment
- Certification: Download your Certificate on completion
- Additional Resources: Download Learners manual, additional articles and worksheets
COURSE CONTENTS
This course comprises the following lessons.
Meeting Customer Needs 1 – Getting Started
SECTION 1: KNOWING YOUR CUSTOMERS
Meeting Customer Needs 2 – Understanding Customer Service
Vieo – Examples of Bad Customer Service
Meeting Customer Needs 3 – Knowing your Customers
Meeting Customer Needs 4 – Knowing Customer Needs
Case Study – Meeting Customer Needs at Argos
SECTION 2: MEETING CUSTOMER NEEDS
Meeting Customer Needs 5 – Meeting Customer Needs
Video – Exceeed Customer Expectations
Meeting Customer Needs 6 – Exceeding Customer Expectations
Meeting Customer Needs – Quiz 1
SECTION 3: IMPROVING CUSTOMER SERVICE
Meeting Customer Needs 7 – Know the Customer’s Legal Rights
Meeting Customer Needs 8 – Customer Feedback
Case Study – The Importance of Excellent Customer Service
Meeting Customer Needs 9 – Handling Customer Complaints
Video – Managing Customer Complaints
Meeting Customer Needs 10 – Wrapping-up
Meeting Customer Needs – Quiz 2
Meeting Customer Needs – Course Evaluation
CERTIFICATION: DOWNLOAD YOUR CPD CERTIFICATE ON COMPLETION
