Course Description

Excellent customer service is essential to an efficient, responsive, and customer-centred organisation. This programme equips participants with the knowledge and skills to deliver quality service, manage customer expectations, handle complaints effectively, and apply service recovery strategies. Through practical discussions and case studies, participants will strengthen their ability to enhance customer satisfaction and promote a culture of service excellence.

Course Objectives

The objectives of the course are to enable participants to:

  • • define service quality and explain its importance in organisational success.
  • • recognise the characteristics and expectations of internal and external customers.
  • • demonstrate effective communication techniques when interacting with customers.
  • • apply best practices in customer care to improve service delivery.
  • • handle customer complaints professionally using appropriate conflict resolution techniques.
  • • implement service recovery strategies to restore customer trust and satisfaction.
  • • analyse customer service scenarios and recommend appropriate solutions through case study discussions.
  • • demonstrate leadership behaviours that foster a culture of service excellence.
  • • collaborate effectively with colleagues to deliver consistent, high-quality customer service.
  • • develop an action plan to enhance customer service practices within their respective organisations.
  •  
Learning Outcomes

By the end of this course, participants will be able to:

  • • understand that a reliable customer service is delivered at all times while considering the key features of a service offer.
  • • understand that customer expectations are met in all situations including while dealing with different customer behaviours.
  • • understand that service recovery results in enhanced customer satisfaction.
  • • team working is important in order to deliver excellent customer service.
  • • understand that a reliable customer service is delivered at all times while considering the key features of a service offer.
  • • understand that customer expectations are met in all situations including while dealing with different customer behaviours.
  • • understand that service recovery results in enhanced customer satisfaction.
  • • team working is important in order to deliver excellent customer service.

Topics covered:
  • • Service Quality
  • • Customer Care and Service Excellence
  • • Understanding Customers and Their Expectations
  • • Customer Behaviour
  • • Handling Customer Complaints
  • • Service Recovery
  • • Leadership in Customer Service
  • • Teamwork for Service Excellence
  • • Customer Service Case Studies and Discussions
  • • Best Practices for Continuous Service Improvement

Register Now