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