Course Directory > Sales, Marketing and Customer Service

Manage Customer Service

Overview

No company can survive today’s competitive environment without a full commitment to servicing customers. This program focuses on business expansion through strategically increasing internal and external customer satisfaction. It provides the essential, practical tools to define, plan, implement and monitor outstanding customer service strategies that complement the organisation’s business plan and will impact on its bottom line.

Designed For

People responsible for ensuring that customers, internal and external, receive consistent, outstanding service, including managers and strategic team leaders.

Content

• Align the team’s current business activities to reflect planned customer service
  
• Identify the tactics and actions an organisation must take to deliver high quality, sustained customer service
  
• Design and deliver products and services with a targeted customer focus
  
• Using the service triangle, identify and implement the three cornerstones of customer-focused business success
  
• Actively evaluate and action customer feedback
  

Learning Outcomes

• Plan to meet internal and external customer requirements
  
• Ensure delivery of quality products and services
  
• Monitor, evaluate and adjust and review quality of customer service
  

Relationship to Accredited Training

This course meets the requirements of the following units of Competency:

• BSBCUS401A - Coordinate implementation of customer service strategies
  
• BSBCUS501A - Manage quality customer service
  

This unit may be taken as an Elective unit towards qualifications within the Business Services Training Package.

Related Information

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