Meeting Customer Needs

$99

This course is designed to help first-line managers develop their skills and knowledge and practice to successfully lead a front-line service team, and enable your team to meet customer needs and promote service excellence.

Description

This course is designed to help first-line managers develop their skills and knowledge in the management of service delivery. Whether in the commercial or public sector, this course will provide you with the skills, knowledge and practice to successfully lead a front-line service team. In this course, you will learn how to identify the drivers of customer satisfaction in your business, and how to identify and prioritize customer needs. You will also learn how to analyze your organization’s service profile, and measure customer satisfaction, in order to identify how to improve service delivery.

In addition, you will learn how to improve your teams’ management of customer services including complaints and difficult customer service situations.

COURSE DETAILS
  • Suitable For: Team Leaders, First-line Managers and Customer Service staff
  • Course Duration: 20 Hours
  • Access Duration: 90 days from date of enrolment
  • Certification: Download your Certificate on completion
  • Additional Resources: Download Learners manual, additional articles and worksheets
COURSE CONTENTS

This course comprises the following lessons.

Meeting Customer Needs 1 – Getting Started

SECTION 1: KNOWING YOUR CUSTOMERS

Meeting Customer Needs 2 – Understanding Customer Service

Vieo – Examples of Bad Customer Service

Meeting Customer Needs 3 – Knowing your Customers

Meeting Customer Needs 4 – Knowing Customer Needs

Case Study – Meeting Customer Needs at Argos

SECTION 2: MEETING CUSTOMER NEEDS

Meeting Customer Needs 5 – Meeting Customer Needs

Video – Exceeed Customer Expectations

Meeting Customer Needs 6 – Exceeding Customer Expectations

Meeting Customer Needs – Quiz 1

SECTION 3: IMPROVING CUSTOMER SERVICE

Meeting Customer Needs 7 – Know the Customer’s Legal Rights

Meeting Customer Needs 8 – Customer Feedback

Case Study – The Importance of Excellent Customer Service

Meeting Customer Needs 9 – Handling Customer Complaints

Video – Managing Customer Complaints

Meeting Customer Needs 10 – Wrapping-up

Meeting Customer Needs – Quiz 2

Meeting Customer Needs – Course Evaluation

CERTIFICATION: DOWNLOAD YOUR CPD CERTIFICATE ON COMPLETION

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