People who work in organisations are now expected
to provide services and products to two kinds of
customers - external and internal.
Frontline managers play an important role in developing and influencing the
customer service approach to ensure the organisation’s objectives are met.
This program will provide you with the knowledge and skills to ensure that
products and services are delivered and maintained to standards agreed upon
by the organisation and the customer. Using practical examples and case
studies, this program will revitalise your approach to service, both internal and
external.
Duration
One day
Designed for
All people working at the frontline of an organisation, from supervisors and
team leaders through to business unit and divisional managers.
Content
• Internal and external customers
• Customer expectations and customer satisfaction
• Creating customer focus and customer value
• Case studies and activities
• Service standards and styles
• Relationship management
Learning outcomes
• Identify and meet customer needs
• Deliver quality products and services
• Monitor, review and evaluate customer service
Link to qualification
BSBCUS501A or BSBCUS402A - 1 unit towards Diploma of Management.
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