This qualification is designed to help businesses prepare their employees for delivering a great level of customer service, that will encourage their customers to continually return. The customer service experience can often influence the customer choice of which business they visit and to some customers it is more important than the price of the items they purchase. Therefore, it is crucial for businesses to make a positive first impression with every customer interaction and gain the loyalty of that customer. This 1 day course teaches the insights to great customer service skills and values that can prepare learners for customer facing roles and enhances the knowledge and skills of those already engaged in customer service related tasks.
Learners will have the opportunity to develop a clear understanding of effective customer service and the benefits it can bring within their work environments. This includes the principles of customer service and how customer service affects the success of an organization and how effective teamwork impacts on customer service.
How customers form their expectations and needs, along with the importance of ensuring effective customer relationships are maintained and the methods of obtaining customer feedback and why this is important.
Interpersonal skills form a big part of the customer experience and learners understanding how to respond to customer problems and complaints using appropriate behavior and non-verbal communication are covered withing the course.