Customer Service

Course Overview

Updated course content and user experience

Customer service connects your customers to your organisation and can enhance your reputation, create loyal customers and increase sales.

This course has been developed to increase the learner’s understanding of why customer service is important, how to develop rapport with new customers and the etiquette associated with different customer communication methods.

Key Content

• The importance of customer service;
• How to make a positive first impression;
• Communication methods and etiquette;
• Active listening techniques;
• Solving problems for clients;
• Managing difficult clients.

Learning Outcomes

At the completion of this course, learners should be able to:

• Discuss how good customer service benefits the organisation;
• Make a positive first impression on customers;
• Apply customer service principles to different communication methods;
• Identify techniques for developing relationships with customers;
• Determine customers needs and wants;
• Understand how to manage challenging customers;
• Handle complaints effectively.