Course Outcomes: Define customer service according the latest service models and behaviours; Value customer centricity and recognise it as a comprehensive phenomenon in the entire organisation (including but limited to product, process, market and people.) Describe your customer in a comprehensive manner in order to respond to your customer’s unique needs and style, (including but not limited to customer culture, personality type, and situational needs.) Follow proven service processes for Face-to-face, telephonic and e-mail opportunities and adapt these to different customer types; Enact supreme service skills used during customer service processes in order to impress a wide range of customer types, (including but not limited to attitude, rapport, questioning, listening, responding and closing); Understand the core business strategy of success today that is in identifying, attracting, engaging and retaining a company's most valuable customers through a consistently individualised, differentiated, and wherever possible, personalised service and experience; Understanding that knowledge is power in any industry and realising that the more you know about human behaviour, the more you can identify and create a lasting relationship with the customer; Recognise the importance of problem solving and creativity in giving customers what they want and then delighting them; Create your own personal brand that the customer can identify with and create a trust based customer focused relationship.