Managing customer service

Duration of Course - 1 Day

Unit Aims

To develop knowledge and understanding of meeting customer needs as required by a practising or potential manager.

Learning Outcomes

• Understand basic customer service
• Know how to care for the customer

Course Outline

• How to identify the internal customer chain, external customers, and potential customers
• Techniques for identifying customer needs
• Methods of establishing relevant customer care standards and procedures
• Use of appropriate planning and quality systems to monitor and fulfil customer care standards
• Methods to establish and maintain effective relationships with customers at all stag
• The legal rights of customers (law of contract, sale of goods and services, trade descriptions, etc)
• Organisational commitments to customers (contract terms, warranties and guarantees, service standards, etc)
• Methods of identifying customer requirements and expectations
• Standards and benchmarks
• Manager’s responsibilities and authority in relation to customer service