Achieving Customer Service Excellence

NeoConsult's 'Achieving Excellence in Customer Service' course provides an overview of customer service in business. This course examines why and how businesses should build and maintain relationships with customers, including how to determine and meet customer needs, effective customer communications and how to analyse and capitalise on customer feedback.

Course topics include

• An overview of customer service.
• Goals and objectives of good customer service.
• Customer relations.
• Strategies for customer retention and satisfaction.
• Customer behaviour.
• Identifying needs of customers.
• Providing proactive customer service.
• Using feedback to improve customer service.
• Team building and leadership in customer service.
• Important customer service skills.
• Strategies for conflict resolution.
• Telephone customer service.
• Written customer service.
• Measuring customer service.

On completion of this course, you should be able to

• Define customer service and describe the role and tasks of the customer service ;
• List methods of customer service and describe how to serve diverse and multicultural customers.
• Explain the importance of effective communication and barriers to effective customer service.
• Describe customer service goals and explain how customer service managers set goals.
• Describe customer satisfaction and retention strategies.
• Describe the relationship between customer service and customer satisfaction.
• Explain how good customer service can build customer loyalty.
• Define customer relations and the importance of long-term, customer ;
• Identify customer needs.
• Provide proactive customer service describe how it can be used to add value.