Outcomes

On completion of this course, you should be able to:

  • Identify priority improvement areas
  • Understand your role and importance as a customer service provider
  • Create “fans” and “advocates”
  • Manage attitudes and emotions to ensure a consistent, positive customer experience
  • Deal with complaints and conflict situations
Unit 1 – The Value of Customers
Unit 2 – Quality Service
Unit 3 – Communications
Unit 4 – Self-Management
Unit 5 – Complaints and Conflict

Customer service staff who deal with customers face-to-face, over email, on the phone or on social media, along with customer service team managers or leaders.

  • 2-day workshop, instructor-led
  • Comprehensive Learning Guide
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