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626: Customer Service
Program Overview
Today’s fast changing markets and service oriented economy means that people who work in organisations are now expected to provide services and products to two kinds of customers¾external and internal. Frontline managers play an important role in developing and influencing the customer service processes to ensure the organisation’s objectives are met.
This program will provide participants with the knowledge and skills to ensure that products and services are delivered and maintained to standards agreed by the organisation and the customer.
Designed for
All managers 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
• Quality customer service
• Service standards
• Service styles
• Service strategy
• Relationship management.
Learning Outcomes
As a result of attending this program, participants should be able to:
• Identify and plan to meet customer needs
• Implement customer service strategies that deliver quality products/services
• Monitor, review and evaluate customer service.
Nationally Recognised
Yes
Residential
No
Competency Standards
• BSBCUS401A Coordinate implementation of customer service strategies.
Miscellaneous Information
This program can be linked to Diploma of Management or
Certificate IV in Frontline Management.
Note: Additional Fee applies for Assessment. Please refer to
Assessment Fees page.
You may also be interested in the following programs:
How to deliver Great Service
Manage Customer Service
Duration
1 day
*AIM Open Learning Programs are GST free, however GST applies to the catering component and is included in the fee.
Fees
| Professional Member: | $470.00 |
| Affiliate Member: | $565.00 |
| Corporate Member: | $470.00 |
| Public: | $565.00 |
Dates