Course Content
Introduction
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Programme overview
Programme outcomes
Section One: Customer Service Structures
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Introduction
Define and explain customer service
Organisational structures and chain of command and reporting structure
How do the functions work together (workflows)?
Relationships between company stakeholders to ensure organisation success
Operate within a customer service system
Customer service principles
The link between customer service and quality
Conclusion
Section Two: Customer Needs
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Introduction
Identify customer needs and expectations
Categorising customer personalities
Determine customer needs
The hierarchy of human needs
Pro-active customer service response
Use customer service audits to determine if needs were met
Conclusion
Section Three: Customer Service Behaviours and Skills
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Introduction
Behaviours to meet customer expectations
Communicating with customers
Skills to clarify the customer’s need
Dealing with customer complaints
Interpersonal behaviour in customer service
Persuasion skills
Dealing with aggression
Conclusion
Course Review Video
11:33
Assessment
Customer Service
Please complete previous Lesson first
Introduction
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