People Skills - The Characteristics of Customer Service

Venue: Broomfield Hall
Hours: 7.00
Cost (£): 350.00

Course Overview

Designed to help you understand the key aspects of customer service, this course focuses on the importance of positive relationships with customers.
 
We will help you explore the way customers think about the levels of service quality they receive and the impact that has on their loyalty to your organisation. We also place emphasis on the vital role which customer service plays in overall business success.

Course Content

• Definition of a customer
• Purpose of customer service
• Identifying and exceeding customer expectations
• Service quality
• The loyalty factor
• Evaluating customer service
 
Benefits for the individual
 
• Understand the key terms in customer service
• Recognise how customers make decisions
• Understand how customer service contributes to business success
 
Benefits for the organisation 
 
• Increased awareness of the way customers think
• Improved customer loyalty and retention
• A competitive edge for your business
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