This course provides an overview of customer service in business and examines why and how businesses should build and maintain relationships with customers, including how to determine and meet customer needs, effective customer communications and how to analyse and capitalise on customer feedback.
The intended audience for this course is front office, back office and call centre staff, as well as any staff fulfilling a client-facing role.
An overview of customer service
Goals and objectives of good customer service
Customer relations
Strategies for customer retention and satisfaction
Customer behaviour
Identifying needs of customers
Providing proactive customer service
Using feedback to improve customer service
Team building and leadership in customer service
Strategies for conflict resolution
On completion of the course, you should be able to:
Define customer service and describe the role and tasks of the customer service department
List methods of customer service and describe how to serve diverse and multicultural customers
Explain the importance of effective communication and barriers to effective customer service
Describe customer service goals and explain how customer service managers set goals
Describe customer satisfaction and retention strategies
Explain how good customer service can build customer loyalty
Identify customer needs
Provide proactive customer service describe how it can be used to add value
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Call us on +971 2 643 7720 or email This email address is being protected from spambots. You need JavaScript enabled to view it. for course dates and registration options