Manage Customer Service

Overview

No company can survive today’s competitive environment without a full commitment to servicing customers. This program focuses on business expansion through increasing internal and external customer satisfaction. It provides the essential, practical tools to define, plan, implement and monitor outstanding customer service strategies that complement the organisation’s business plan and will impact on its bottom line.

Managing Customer Service is designed for:

• people responsible for ensuring that customers, internal and external, receive consistent, outstanding service, including
  • all managers
  • team leaders
• people seeking to acquire the skills involved in these roles.

Course Content

• align the team's current business activities to reflect planned customer service
• identify the tactics and actions an organisation must take to deliver high quality, sustained customer service
• design and deliver products and services with a targeted customer focus
• using the service triangle, identify and implement the three cornerstones of customer-focused business success
• actively evaluate and action customer feedback.

Learning Outcomes

• plan to meet internal and external customer requirements
• ensure delivery of quality products and services
• monitor, evaluate and adjust and review quality of customer service.

Units of Competency

• BSBCUS501A Manage quality customer service

Duration
2 Days