Purpose

This module forms part of a customer service self-study programme in 9 parts. Module 1 considers service in your job, who are your customers and what do they expect, the service chain, processes and procedures.

Benefits

This module - either as stand-alone learning or as an element of the nine part customer service programme - demonstrates how to balance customers' needs with those of your organisation. It will enable you to respond to customers quickly and to identify what support systems are in place to help you provide effective customer service.

Related Solutions

Audience

Those wishing to learn or further develop customer service skills.

Learning method

Practical. Self-study covering the following topics: 1.1 Your customer service role 1.2 The service chain 1.3 Standards and procedures in your job 1.4 Your helplines 1.5 Who are your customers? 1.6 What your customers expect 1.7 Meeting customers' basic needs 1.8 Giving directions to customers 1.9 Balancing the needs of the customer with the organisation

Time to Complete

4-5 hours

Length

30 (9 activities) pages

Participants

Price

(inc. VAT)