Customer Service

Customer service is the key to success in business today. This module illustrates this principle and the effects positive customer service can have on a business. Often customer service is the only tangible difference between your business and that of your competitor – this module shows how to measure service levels, examine critical business factors, and improve service on all levels.

Topics covered include:

• First contact, exploring the needs of the customer, defining your unique selling points in service terms.
• Developing a service strategy including the key facets.
• The Service Level Agreement and its impact on your business.
• How to analyse your business service levels in depth.
• The Customer Charter and how to implement it.
• The importance of keeping the customers ‘in the loop’.
• Methods of customer communication.
• Getting to know your customer.
• The reasons you to want to keep your existing customers.
• The key to good customer service including definitions of key priorities.
• Developing and implementing a contact strategy based on priorities in the real world.