Customer Service Essentials

50 Minutes

Have you ever refused to leave a tip at a restaurant, or put the phone down on a call centre representative in sheer frustration? Maybe you've been annoyed enough to leave a one-star review online!

Most of us have endured bad customer service at some point. As someone who interacts with customers, you have the power to make or break a person's day... and with that, your company's brand and reputation!

Your council relies on you to interact successfully with others on a regular basis.

By the end of the course, you should be able to:

• Understand the principles of customer loyalty and how to build it through your interactions
• Communicate more persuasively and effectively via the phone, video calls, face-to-face, and in writing
• Provide a better level of customer service by using your customer service skills 'toolkit'
• Understand the customer complaint resolution cycle and how to deal with common customer service challenges