Overview

This e-learning course on customer service explores how poor service can significantly damage a company's brand and overall image. You will learn about the internal and external factors that influence an organisation's service delivery. The course covers practical skills for managing and dealing with customers, including understanding service offers, effectively handling complaints, and the importance of non-verbal communication. It also teaches strategies for managing customer expectations and how to utilise monitoring systems to continuously improve service quality. By the end, you will understand why excellent customer service is crucial for business success.

Learning Objectives/Outcomes

• Brand and Image
• Internal and External Influences on an Organisation
• Service Offers and Dealing With Complaints
• Non-verbal Communication
• Managing Customer Expectations
• Monitoring Systems

Target Audience

Business Staff