EXCELLENT CUSTOMER SERVICE

This course will be useful for learners who deal with the public, customers, internal and external clients, intermediaries, learners in call centres, walk-in service centres, enquiries counters and marketing and learners who communicate with customers either telephonically or face to face.

• Unit 1: Explain the principles of impressive customer service in the context of a specific industry and organisation

  1. Current theories of customer service are researched in order to identify trends. 
  2. Case studies are analysed to identify instances of impressive customer service. 
  3. Case studies are analysed to identify instances of unacceptable customer service and suggestions are made as to how each situation could be handled differently. 
  4. The implications of poor customer service are explained from the point of view of the individual, the customer and the organisation. 
  5. The consequences of non-compliance with an organisation's policies and procedures in dealing with customers are explained with examples. 

   

  Unit 2 : Apply knowledge of personality styles to respond appropriately to a customer

  1. Different personality styles are investigated in order to understand interpersonal behaviour. 
  2. Anticipated behaviour is explained for selected personality styles and scenarios and an indication is given of how to respond appropriately in each situation. 
  • Ways of overcoming objections or obstacles are demonstrated for at least two personality styles.

   

  Unit 3: Analyse information in order to provide customer service

  1. Information that is needed to address a query is gathered and analysed to determine an appropriate response. 
  2. Background, industry, organisation and product knowledge are applied to a situation to ensure a comprehensive response. 
  3. The information is presented to the customer in the appropriate language, format and style. 
  4. The consequences of providing inadequate or incomplete responses to queries are explained with examples. 

   

  Unit 4: Suggest innovative solutions to respond to queries and improve customer service

  1. The conventional responses to frequently asked questions are analysed and suggestions are made as to how the responses could be improved to enhance customer satisfaction. 
  2. The concept of ownership in customer care is explained with reference to the benefits of ownership to the individual, customer, and organisation. 
  3. An organisation's customer service-related policies and procedures are analysed and suggestions are made for possible adjustments or improvements. 

   

  Unit 5: Manage client relationships to retain customers

  1. Reasons, why an organisation would actively attempt to retain customers, are identified for a specific organisation. 
  2. The concept of customer loyalty is explained with examples. 
  3. Ways in which an organisation actively attempts to retain customers are analysed for three different organisations. 
  4. The cost implications of customer management are explained with examples.