Overview

The role of a customer service practitioner is to deliver high-quality products and services to the customers of their organisation. Your core responsibility will be to provide excellent service, whether from the workplace, digitally, or by visiting customers in their own localities. This can include handling orders, processing payments, offering advice and support, sales, resolving issues, aftercare, service recovery, and measuring customer satisfaction. You may be the first point of contact and can work in any sector or type of organisation.

Your actions directly influence customer experience and satisfaction. You will demonstrate excellent customer service skills and behaviours, along with thorough product or service knowledge. Service will be delivered in line with your organisation’s standards, strategy, and regulatory requirements. Customer interactions may involve various methods including face-to-face, telephone, post, email, text, and social media.

Course Objectives

Knowledge:

• Knowing your customers
• Understanding the organisation
• Meeting regulations and legislation
• Systems and resources
• Your role and responsibility
• Customer experience

Skills

• Interpersonal skills
• Communication
• Influencing skills
• Personal organisation
• Dealing with customer conflict and challenge