Description
A good customer service impression may win your business brownie points and a couple of good reviews, but a bad one can be truly disastrous to your reputation. In today’s world of cutthroat competition, good customer service isn’t enough: you need to be truly exceptional. With the brand new Octus programme on Customer Service, you will learn the ins and outs of the trade, including the latest best practices and the tools and techniques to keep your customers smiling from ear to ear. The course is ideal for individuals working in the customer service field, or for groups in larger companies who wish to polish their skills. Whatever your requirements, Octus is sure to be able to help you out!
Learning Outcomes:
- Gain a deep understanding of what Customer Service entails, what purposes it serves, and how to leverage it for greater success
- Understand customers as stakeholders, internal and external to your organisation
- Understand the importance of attitude towards shaping how customer service is implemented
- Understand analyses needed and techniques used to predict customer needs in advance
- Develop an appreciation for the different procedures needed for face to face customer service
- Learn techniques especially suited for excellent service via remote means such as online chats and telephonic conversations
- Learn how to address difficult customers and how and when to escalate service requests.
