Customer Service - Meeting Customer Needs

1 day course

Today’s fast changing markets and service oriented economy means that people who work in organisations are now expected to provide services and products to two kinds of customers – external and internal.

It is crucial that organisations, small and large develop their customer service processes and skills to ensure the organisation’s objectives are met, and their customers are completely satisfied.

This workshop will provide participants with the knowledge and skills to ensure that products and services are delivered and maintained to standards agreed by the organisation and their customers.

Learning outcomes

• Advise on customer service needs
• Support implementation of customer service strategies
• Evaluate and report on customer service

Content includes

• Who is your customer?
• Internal and external customers
• Customer expectations and customer satisfaction
• Creating customer focus and customer value
• Service delivery and the importance of good customer service
• Defining excellent service
• Trends in internal customer service
• A model of internal service
• The service process and value chain
• Managing customer relationships
• Identifying customers’ requirements
• Methods of collecting customer information
• Measuring service performance
• Training and supporting the team
• The five dimensions of service
• Service leadership
• Recognising success
• Aligning service to organisational goals
  
  Designed for
  All managers and people working at the frontline of an organisation
  
  Relationship to competency standards
  BSB CMN 310A Deliver and monitor a service to customers
  BSB CMN 410A Coordinate implementation of customer service strategies
  BSB FLM 507B Manage quality customer service
  
  Qualification pathway
  All Outsource Services courses lead to full qualification outcomes at Cert III, IV and Diploma Levels.