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L1: First-Line Management → L1: Operations and Quality

Foundations in Customer Service Management (1O05)


Description
COURSE OVERVIEW:

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
- Certification: Download your Certificate on completion
- Additional Resources: Download Learners manual, additional articles and worksheets

SEE COURSE EXCERPT BELOW:

Content
  • 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
Completion rules
  • All units must be completed
  • Leads to a certificate with a duration: Forever
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