Course Outline 

This course is ideal to gain an understanding of customer service policies and procedures and the communication skills required to effectively deliver an excellent service to different types of customers. Its objective is to enhance skills in effectively communicating the organisation’s strategy to staff for the realisation of customer service excellence.

Course Objectives 

The objectives of the course are to enable participants to:

• identify the key features of a service offer and its effects on customer expectations
• be able to explain to your team how to deliver reliable customer service
• understand how to deal with different customer behaviours to ensure customer satisfaction
• advise on service recovery and enhance customer satisfaction
• understand the benefits of team-working in delivering excellent customer service

Learning Outcomes

By the end of this course, participants will be able to:

• Understand that a reliable customer service is delivered at all times while considering the key features of a service offer;
• Understand that customer expectations are met in all situations including while dealing with different customer behaviours;
• Understand that service recovery results in enhanced customer satisfaction
• Team working is important in order to deliver excellent customer service
• Understand that a reliable customer service is delivered at all times while considering the key features of a service offer;
• Understand that customer expectations are met in all situations including while dealing with different customer behaviours;
• Understand that service recovery results in enhanced customer satisfaction
• Team working is important in order to deliver excellent customer service

    Duration

           2 days

    Hours To Be Earned

           12 Hours

    Certificate

    Price

           Rs 4000