Essentials - Customer Service - Putting Customers First

Essentials - Customer Service - Putting Customers First

This course will help you understand the importance of quality customer service. You will learn the importance of effective customer service, how to identify customer needs, and the benefits of excellent customer service for your business.

Updated Nov 07, 2018

Course Description

Learn why you must care for your customers. In today's business environment there's often little to choose between one organisation's products/services and another's. The quality of customer service can be the crucial difference between success and failure. This course will help ensure your customers have POSITIVE feelings about you and your organisation and so build customer loyalty.

Learning 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 

Course Contents

  • Why Put the Customer First
  • Moments of Truth
  • Satisfying Customer Needs
  • That’s all Very Well, But
  • Including: Check my Understanding Tests and Full Course Test

Course Duration

90-120 minutes