Frontline Customer Service
COURSE OBJECTIVES
The broad aim of this course is to introduce participants to key knowledge, attitudes and skills pertaining to Customer Service Excellence in the work environment. When you have completed this course you will be able to define the key concepts associated with the Customer Driven Organization and you will be able to: • Understand the vital importance of the customer to any organization • See the value in having excellent service for both internal and excellent customers • Identify the factors that can prevent an organization from maximizing customer value • Understand how to critically look at the customer service levels and to establish if the organization is truly customer driven. • Identify different customer types and interact appropriately with them
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