Overview

In this immersive course you will take on the role of a customer service representative that needs to improve their customer service rating. Your manager will give you advice on how to provide great customer service and the benefits of it. You will then face a scenario in which you can demonstrate that you are able to identify who is a customer, their needs and expectations. By the end of this course you will be able to recognise how to provide great customer service and communicate effectively with customers.

Objectives

In this course you will:

• Identifying who is a customer
• Communicating effectively with customers
• Identifying and managing customer needs and expectations
• The importance of great customer service
• How tone and body language affect customer service levels