Managing for Quality and Customer Service

Learn how to go the extra mile to ensure you meet your customer's needs and show you are committed to providing the best service possible. Includes how to deal with difficult customers and telephone etiquette.

As Gandhi once said, "A customer is the most important visitor on our premises and he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so."

During this workshop we look at the all different types of customer service. It is a misunderstanding that only employees which have direct involvement with customers need these skills, such as a receptionist or a telesales marketer. Perhaps you are company owner, in which case you would be serving customers and your staff.

Learn

What Customer Service is
How your attitude affects customers
How to identify and address the needs of your customers
How using excellent customer service can generate return business
How to build good will
How to provide customer service over the phone
How online tools can aid customer service
How to deal with difficult customers

Who Should Attend

This course is ideal for anyone who deals with customers as part of their job.

Course Requirements

Sufficient language, literacy and numeracy skills to complete the course.
Basic computing literacy.

Qualification Obtained

All participants receive a Certificate of Participation.

This course is one of the steps leading to achievement of the Phoenix Academy Diploma of Business course unit, Management 500, which is in partial completion of the nationally recognised qualification: