Global Management Academy U.K.

Customer Service Essentials

ONLINE COURSE IN CUSTOMER SERVICE MANAGEMENT SKILLS

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 frontline 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

COURSE DETAILS

The content of this course includes:

Understanding the principles of effective customer Service
Defining customer satisfaction
Knowing your Customer
Identifying customer needs and expectations
How to meet customer needs
How to exceed Customer Expectations
Collecting and Using Customer Feedback
Respecting Customer legal rights
Develop a Service Charter
Developing Service Policy Statements
Managing Customer Complaints
Planning Service Improvement

Course Details

SUITABLE FOR: Service Managers and Business owners

COURSE DURATION: - 20 Hours (at learner's pace).

CERTIFICATION: - Global Management Academy Certificate.

ACCESS DURATION: - 90 days from the date of purchase
ONLINE DELIVERY: - Video, presentations, quizzes, virtual tutor.
RESOURCES: - Comprehensive Learners manual, additional articles and worksheets.

SUPPORT: - Personal Coach Email support throughout the course.

ILM EQUIVALENCE: M2.05 Meeting Customer Needs (2 Credits).