Training Course Outlines:

Provide skills to meet internal and external customer requirements, to ensure delivery of quality products/services and to monitor, adjust and report customer service.

Training Course Outcomes:

• Define internal and external customers as they apply to the team and the organisation


• Understand the customer value chain understanding the key elements of customer retention


• Understand customer needs and expectations ask appropriate questions and document outcomes


• Promote and market features and perceived benefits of products and services how to promote and market appropriately


• Understand market segmentation strategies that work


• See the importance of outstanding customer service the impact on the business and the overall key performance areas


• Ask 'is the customer always right?' Dealing with "difficult" customers and managing conflict


• Idenity a team member as a customer service champion


• Identify and agree on customer service processes and specifications


• Understand customer service KPIs as part of the overall team and organisational priorities


• Optimise buy-in from your team for your customer service focus and goals


• Monitor customer service delivery create an audit trail


• Initiate, analyse and collate customer feedback and ensure that it become part of the knowledge management system


• Recognise that customer service improvement as an on-going issue


• Understand customer service problems and issues strategies to approach them


• Coach and mentor your team for customer service

Course Accreditations:

Relationship to Competency Standards and Qualification Pathways:

• Core competency unit Manage quality customer service BSMFLM507A leading to qualification Diploma in Business (Frontline Management,BSB51001).
• Elective competency unit Coordinate implementation of customer service strategies BSMCMN401A leading to qualification Certificate IV in Business (Frontline Management, BSB41001).
• Elective competency unit Deliver and monitor a service to customers leading to qualification Certificate III in Business (Fronline Management, BSB30501).

Course Prerequisites:

Related Courses:

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