COURSES
Customer Service Management
Course Code
242829
Without customers, no business will exist. This course will assist you to understand the roll of internal and external customers within an organisation.
Customer service means exactly what the words say: You have to give the best service possible to each and every customer who enters your business on a daily basis. There is good and bad customer service.
It is therefore necessary for an organisation to implement and maintain customer satisfaction policies and objectives.
What you will learn in this course!
- Identifying internal and external customers, where applicable.
- Explaining standards of customer service expected by the organisation.
- Measuring customer satisfaction on an ongoing basis.
- Recommending corrective action.
Who this course is for?
The purpose of this is to encompass the skills needed to monitor the level of service between an organisation and its customers, both internal and external. This course is intended for junior managers of organisations.
INTRODUCTION
- Outcomes
- Identify internal and external customers, where applicable.
- Explain standards of customer service expected by the organisation.
- Measure customer satisfaction on an ongoing basis.
- Recommend corrective action.
INTERNAL AND EXTERNAL CUSTOMERS
- Outcome
- Identify internal and external customers, where applicable.
- Supply chain.
- Systems theory.
- What is a customer?
STANDARDS OF CUSTOMER SERVICE
- Outcome
- Explain standards of customer service expected by the organisation.
- What is Customer Service?
- Moment of Truth.
- Customer Service Policy.
- Customer Service Standards.
- How to “Wow” the Customer.
MEASURE CUSTOMER SATISFACTION
- Outcome
- Measure customer satisfaction on an ongoing basis.
- Manage Customer Satisfaction.
- Developing A Customer Service Strategy.
- Effective Customer Service Matrix.
CORRECTIVE ACTION
- Outcome
- Recommend corrective action.
- Good Customer Service.
- Levels of Customer Contact.
- Satisfied and Loyal Customers.
Multiple Choice Assessment
Only logged in customers who have purchased this product may leave a review.
Related products
$100
- Language: English
- Duration: 50 hours
- Skill Level: Beginner
- Lessons: 5
- Quizes: 1
- Certificate of Completion
Reviews
There are no reviews yet.