FTC25 – Customer Service

We all serve customers, whether we realise it or not. You may be working on the frontline of your company, directly serving external people who buy your company’s products. Perhaps you are a company executive, an accounting administrator or a team leader. In this case, you will be serving employees by managing, producing pay cheques and supplying the products and services needed to stay MP900433195in business.

This course looks specifically at the development of professionalism in the workplace with regards to customer service functionality. The focus of the course is on improving relationships between companies and their clients and improving the standard of customer service the company provides. The units integrate theory with practical activities to develop your customer service skills.

 Units in this course:

 Unit 1: Know your customers

This unit is all about knowing your customers, both internal and external. It examines the buying styles of customers as well as behavioural and sensory perceptual styles. This knowledge is the foundation of customer service excellence.

 Unit 2: Customer service in a nutshell

In this unit the main aspects of customer service is summarised and also looks at the cost of poor customer service to companies.

 Unit 3: Acknowledge and inform your customers

This unit deals with acknowledging and informing customers. Sample customer interactions are used to practice the skills and terminology needed to deal professionally with customers across a range of situations.

MP900438370Unit 4: React to queries and complaints

The focus is on handling customer queries and complaints. It includes practical interchanges in a variety of situations. Participants have the opportunity to relate all they have learnt to dealing with queries and dissatisfaction in their own work situations.

 Unit 5: Retain customers for life

This unit looks at proactive ways to increase customer retention and decrease defection. The development of customer retention programmes is explored along with strategies to improve customer loyalty.

Unit 6: Develop a culture of excellent customer service

In this unit participants find out more about how a culture of customer service excellence can be established. Aspects of corporate culture such as values, vision and mission statements are explored in relation to how they can impact positively on customer service delivery.

 Who should attend this course?

This course is aimed at employees who are at the frontline and need to provide a professional service to the company’s clients and customers. The course is also suitable for people who have their own businesses and want to improve the relationship with their client base.