Overview

Learn why you must care for your customers.  In today's business environment there's often little to choose between one organisation's products/services and another's. The quality of customer service can be the crucial difference between success and failure. This course will help ensure your customers have POSITIVE feelings about you and your organisation and so build customer loyalty.

Objectives

Participants will acquire the knowledge and skills to:

• Explain the importance of effective customer service 
• State the benefits of good customer service for the customer, you and the organisation 
• Define the importance of 'Moments of Truth' 
• Identify stated and unstated needs 
• Ensure your actions satisfy the customer's needs 
• Explain what's meant by customer satisfaction 

Course Duration

2 Hours