Training Course Outlines:

Course content includes:
Internal and external customers
Customer expectations and customer satisfaction
Creating customer focus and customer value
Service delivery and the importance of good customer service
Defining excellent service
Trends in internal customer service
A model of internal service
The service process and value chain
Managing customer relationships
Identifying customers’ requirements
Methods of collecting customer information
Measuring service performance
Training and supporting the team
The five dimensions of service
Service leadership
Recognising success
Aligning service to organisational goals

Training Course Outcomes:

Advise on customer service needs
Support implementation of customer service strategies
Evaluate and report on customer service

Relationship to Competency Standards:
BSB CUS 401A Coordinate implementation of customer service strategies OR
BSB CUS 501A Manage quality customer service

Course Accreditations:

Note:
Part of the new Cert IV FLM series (Blended Learning)

Course Prerequisites:

Related Courses:

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