Customer service essentials

You'll learn

• Key practices and processes for delivering quality customer service.

You'll be able to

• Better understand customer expectations and behaviour.
• Boost the quality of service you provide to customers. 
• Encourage customer satisfaction, repeat business and referrals.

Course outline

• Quality customer service
• What is quality customer service?
• Importance of customer service
• Interesting facts
• Positivity and courtesy
• Identifying customer needs
• Formal ways of identifying customer needs
• Informal ways of identifying customer needs
• Moments of truth
• Customer complaints
• Understanding customer complaints
• Handling customer complaints
• Service recovery
• Customer service behaviour
• Types of behaviour
• Assertiveness not aggression
• Your behaviour

AU$99