Good customer service is a given for any organisation that needs to compete in this business landscape. Working in a customer service role can mean individuals are faced with challenging problems that have to be dealt with on the spot.
This course aims to provide learners with the skills required to deal with challenging customers, provide exceptional customer service and retain customers. It also helps develop skills to appropriately deal with a range of possible situations and handle enquiries effectively while adding value to the customer’s experience. Learners will be able to escalate service issues based on an organisation’s response system and provide a consistent and positive customer experience.
What You'll Learn
The unit covers the following Performance Criteria: These would best be taught via a combination of lecture, demonstrations and hands-on practice.
Identify triggers in the service environment causing potential service challenges
Identify types of service challenges in different sectors
Recognise the consequences of not handling or responding effectively and in a timely manner
Identify the importance of social media in connecting customers to the organisation to provide customer support
Apply customer service models to deliver a consistent response to customer demands when service fails to meet expectiation
Apply effective communication techniques to resolve complaints and gaps in service delivery
Respond to unresolved issues and escalate in accordance to organisation's standards, policies and procedures
Course Requirements
Participants should be able to speak, listen and read English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification (ES WSQ) Workplace Literacy (WPL) Level 3.
At LearnCollab, by ensuring your satisfaction is our priority. If you need to request a refund or to make a withdrawal request, simply click below to be redirected to our Refund & Withdrawal Policy. Our team is committed to processing your requests promptly. Feel free to contact our support team if you have any questions or require assistance.