Learn why you must care for your customers
This course will help ensure your customers have POSITIVE feelings about you and your organisation and so build customer loyalty.
Course Objectives
Participants will acquire the knowledge and skills to:
- Explain the importance of effective customer service
- State the benefits of good customer service for the customer, you and the organisation
- Define the importance of 'Moments of Truth'
- Identify stated and unstated needs
- Ensure your actions satisfy the customer's needs
- Explain what's meant by customer satisfaction
Who Will Benefit?
The course is suitable for all who need the skills and knowledge to ensure they effectively manage themselves and others at work.
The content is suitable for the needs of supervisors, first line managers and project leaders. However, anyone in a management position will find invaluable tips and reminders from this course.
This course is especially suitable for those studying for Vocational Qualifications, as each course is matched to national standards of competence.
What to Expect
This course uses KnowledgePool's web-based training materials available on http://www.knowledgepool.com
Throughout the support period of 6 months students will have access to an online classroom featuring Frequently Asked Questions (FAQs), assignments and student interactive chat. Qualified tutors are available via e-mail for any assistance during the course.
E-mail responses are guaranteed for the next working day.
Recommended System Requirements
The minimum system requirements to enable you to start using this course are as follows:
- Any desktop PC running industry standard browsers (Internet Explorer 4.0 or later & Netscape Navigator 3.0 or later)
- Monitor with a screen resolution set to 800 x 600 & 256 colours
- Materials have been written in standard HTML (3.2) & JavaScript (1.1)
You will not require any 'plug ins' or special server side software
Course Contents
- Why Put the Customer First
- Moments of Truth
- Satisfying Customer Needs
That's All Very Well, But
Including: Check my Understanding Tests & Full Course Test
