About the course

A module which defines customer service and how it can give your organisation competitive advantage.
This program provides a broad introduction to customer services and includes both internal and external customers. The focus is knowledge, skills, values and attitudes in relation to the learner`s
own context and experience of the world of work.

Key outcomes

• Identifying factors which influence customer service and perceptions
• Understanding influence of Emotional Intelligence on customer service
• Account management and meeting with clients
• Designing methodologies to measure factors and perceptions of customer service.
• Implementing customer service measurement processes and collect data.
• Analysing measurement results of customer service levels.
• A general understanding of customer service within the organisation.
• Understanding need fulfillment process to support client queries with correct solutions
• Dealing with accounts under threat

Ideal candidate

Any person in any organisation on any level, dealing with clients.

Duration

1 day

Unit Standards

10079 - Measure and analyse customer service levels. Level 6 Credits 12

Customer Code: BCS