Introduction into the Service Business

This course introduces supervisors to the fundamental principles and techniques required for an excellent customer service delivery. As the team leaders of customer facing people, who are 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. 

Learning objectives:

• Understanding of the fundamental principles and techniques in service delivery
• Understanding of Customer Experience
• Understanding of the commercial influences of the Front Line
• Use customer centric behaviour

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