Purpose

This module forms part of a customer service self-study programme authored in nine parts. Module 2 considers what constitutes superior customer service and how you might provide it.

Benefits

This module - either as stand-alone learning or as an element of the nine part customer service programme - will enable you to understand what excellent customer service is, why it is important, and how to develop ways of delighting your customers.

Related Solutions

Audience

Those wishing to learn or further develop customer service skills.

Learning method

Practical. Self-study covering the following topics: 2.1 The age of service 2.2 How successful are we at sustaining the right quality of service? 2.3 The image we project 2.4 Building customer loyalty 2.5 Opportunities to delight customers 2.6 Finding out what customers really need 2.7 Questioning skills for customer service 2.8 Providing outstanding service 2.9 A positive service attitude

Time to Complete

4-5 hours

Length

38 (9 activities) pages

Participants

Price

(inc. VAT)