Manage Customer Service

Scheduled Sessions

Course overview

• No company can survive today’s competitive environment without a full commitment to servicing customers. This program focuses on business expansion through strategically increasing internal and external customer satisfaction. It provides the essential, practical tools to define, plan, implement and monitor outstanding customer service strategies that compliment your business plan and will impact on your bottom line.

Key benefits

• It provides the essential, practical tools to define, plan, implement and monitor outstanding customer service strategies that complement your business plan and will impact on your bottom line.

Who Should attend

• People responsible for ensuring that customers, internal and external, receive consistent, outstanding service, including:
• all managers
• strategic team leaders

Qualification Pathway

Learning outcomes

• Plan to meet internal and external customer requirements.
• Ensure delivery of quality products and services.
• Monitor, evaluate and adjust and review quality of customer service.

Course content

• Align the team’s current business activities to reflect planned strategic customer service.
• Identify the tactics and actions an organisation must take to deliver high quality, sustained customer service.
• Design and deliver products and services with a targeted customer focus.
• Using the Service Triangle identify and implement the three cornerstones of customer-focused business success.
• Actively evaluate and action customer feedback.

Assessment details

• You may achieve a Statement of Attainment if you choose to be assessed for this module. Assessment is by workplace project.
• Assessment is optional.
• Please note assessment incurs a fee unless enrolled in a qualification.

Australian Qualifications Framework level

• Level 5

Prices