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Other Courses (rollover box to see course name)

This course

Managing Customer Service

• Briefly describe at least two legal rights of customers
• Briefly describe two of the organisation’s commitments to customers
• Briefly describe the manager’s responsibilities in relation to customer service
• Identify an external and an internal customer of the organisation
• Describe how customer needs are identified
• Explain how customer service standards and procedures are used to meet customer needs
• Explain how they could monitor customer service against the standards set

• How to identify the internal customer chain, external customers, and potential customers
• Techniques for identifying customers needs
• Methods of establishing relevant customer care standards and procedures
• Use of appropriate planning and quality systems to monitor and fulfil customer care standards
• Methods to establish and maintain effective relationships with customers at all stages
• The legal rights of customers (law of contract, sale of goods and services, trade descriptions, etc)
• Organisational commitments to customers (contract terms, warranties and guarantees, service standards, etc)
• Methods of identifying customer requirements and expectations
• Standards and benchmarks
• Manager’s responsibilities and authority in relation to customer service.

Course dates

19 April 2010 to 19 April 2010

Other courses in this section.
Click course title for more information.

5 S Work Place Organisation NEW
Achieving Objectives Through Time Management
Building the Team
Effective Meetings and Managing Conflict
Giving Briefings and Making Presentations in the Workplace
Instructing in the Workplace
Introduction to Leadership
Kaizen Continuous Improvement NEW
Managing Change in the Workplace
Managing Customer Service
Managing Health & Safety
Managing the Employment Relationship
Motivating to Perform in the Workplace
Obtaining Information for Effective Management
Organising and Delegating
Other courses offered - Managing, Leading & Improving Performance
Solving Problems and Making Decisions
Understanding the Communication Process in the Workplace
Working Efficiently Making Effective use of Materials and Equipment
Working with Costs and Budgets
Writing for Business