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Ideal for team leaders, supervisors, or experienced staff moving into a management or supervisory position within customer service, looking for tools to help them meet and exceed customer service expectations.
Customer service is a subjective notion depending on whose perception of service you are receiving – the customer’s or the provider’s. However, to be able to provide excellent customer service, whether internal or external, some guiding principles are necessary.
‘Plan to Meet Internal and External Customer Requirements’ is part of a series of courses that provide the key tools you need to meet and exceed customer service expectations.
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At the successful completion of this course you should be able to:
Understand what motives drive customer behaviour in order to respond effectively
Understand what variables influence your customers’ choices, perceptions and decision-making process
Incorporate strategies to meet customer requirements, including feedback, and customer service guidelines
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