Customer Service - Meeting Customer Needs

Today’s fast changing markets and service oriented economy mean that people who work in organisations are now expected to provide services and products to two kinds of customers – external and internal. Frontline managers play an important role in developing and influencing the customer service processes to ensure the organisation’s objectives are met.

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 the customer.

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 working at the frontline of an organisation, from supervisors and team leaders through to business unit and divisional managers.

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

Program duration
1 day

Qualification pathway

An elective unit of the Certificate III,Certificate IV and Diploma of Business(Frontline Management).