Learn how to deliver quality customer service

• Identify different types of customers
• Identify different needs of customers
• Explore what is meant by customer satisfaction
• Explore what is meant by customer expectations

Learn different communication methods

• Explore effective methods of communication to use when dealing with different customers
• Explore how to use questions when dealing with different customers
• Identify positive and negative body language and facial expression
• Explore how customers’ body language impacts on customer service
• Explore how own body language impacts on customer service

Know how to provide good customer service in line with organisational procedures

• Understand the importance of providing products and services which are ‘fit for purpose’
• Learn about the importance of customer and organisation confidentiality
• Explore the limits of own authority

Know how to effectively deal with customer queries, problems and complaints

• Learn how to deal with customer queries
• Identify common customer problems and complaints
• How to deal with problems and complaints