The purpose of this short course is to provide a broad introduction to customer service and includes internal and external customers. the focus is knowledge, skills, values and attitudes in relation to the learner's own contextand experience of the world of work.

Module 1: Customer Service:
- Why is customer service important?
- Customers vote with their money
- Changing our culture and mindset
- Good customer service
-What cusotmers want
- Ten commandments of superior customer elationships
- Customer loyalty
- What customers hate
- Customer service complaint process
- Handling difficult customers
- Internal and external customers
- Identify key customers

Module 2: Interaction with a customer:
- Communication
- Describe and explain a range of options
- Close the interaction

Module 3: Customer communication skills:
- The communication process
- Determine the emotional state of the caller/customer,br/>- identify barriers to effective communication

Module 4: Process a query:
- Record the main idea and support details

At the end of this 1 day short course the learner is cabable of:
- Explaining customer service
- Engaging in an interaction with a customer
- Demonstrating communications skills in responding to a customer
- Processing a query in order to respond to a customer need