customer | service | training | online
CPD Prepare to Deliver Excellent Customer Service
Are you looking for customer service training online? This course provides your employees with key knowledge in relation to the principles of customer service and what it takes to deliver good customer service. They will look at how customers' needs and expectations are identified and the importance of customer service in an organisation. They will gain the crucial skills they need to be a successful customer service advisor, such as handling complaints from customers and the legislation that relates to customer service.
Section 1: The principles of customer service in an organisation
In this section, your employees will begin to identify products and services provided by the organisation in which they work, the policies and procedures for customer service and the potential negative implications of offering poor customer service.
Section 2: How customer needs and expectations are identified
Your employees will learn how to identify and meet customer expectations, as well as learn to attend to situations where certain expectations cannot be met, potentially leaving a customer upset or frustrated.
Section 3: How to balance customer expectations against the organisation’s offer
In this section, your employees will work towards understanding the effect of resource and financial implications, situations in which customer service is limited and also meeting customer expectations outside of the organisation’s offer.
Section 4: How complaints are handled
This section will help your employees understand what leads to customer complaints, the procedures to find a resolution for a complaint, the differing effects of complaints and why complaints are monitored.
Section 5: Legislation relating to customer service
Your employees will cover any customer-related legislation that affects customer service, individual health and safety responsibilities, and gaining approval to make changes to procedures and practices.
The benefits of this course include:
Once your employees have completed this course, they could progress on to the following:
Certificate in Counselling Skills
Certificate in Information, Advice or Guidance
Certificate in Principles of Business Administration
Certificate in Principles of Customer Service
Certificate in Principles of Team Leading