INTRODUCTION INTO THE SERVICE BUSINESS
As the first, or principal, line of contact with customers, service representatives have a unique and challenging opportunity to influence customer perception and loyalty. In today’s competitive market, superior customer service is critical to the continued success of any service organisation.
This course introduces front line staff to the fundamental principles and techniques required for an excellent customer service delivery.
Course objectives
- Understanding of the fundamental principles and tech-niques in service delivery
- Understanding of Customer Experience
- Understanding of the commercial influences of the Front Line
- Use customer centric behaviour
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