Learning Outcomes

In this free course, you will learn how to:

• State the principles of customer service within an organisation
• Discuss the necessary level of quality of a company’s product and service using the British ‘Standard Code of Practice for Customer Service’
• Distinguish the difference between ‘consumer’ and ‘customer’
• Describe the consumer attitudes or expectations and ways to measure and explore this through surveys and questionnaires
• Recognise the role of emotional connectivity in marketing products and services to customers
• Describe the role of customer relationship management
• Identify the positive behaviours involved in delivering service excellence as well as potential derailers
• Recall how to manage timely responses and to manage the stress of pressure and negativity
• Recognise the importance of teamwork in providing effective customer service
• Explain how to create a win/win scenario for customers without violating policy or legislation
• Outline the verbal and written communication procedures in handling complaints with pract