Great customer service makes the headlines - an American couple have booked a second holiday to Llanelli after their local taxi driver filled them in on the hidden gems they had missed first time round!
The rise of social media means news of bad customer service reaches more than twice as many ears as praise for a good service experience - over 1 million people view tweets about customer service every week. Roughly 80% of those tweets are negative or critical in nature.
With a typical business only hearing from 4% of its dissatisfied customers, and 91% never coming back, excellent customer service is essential, not desirable.
If you are working or preparing to work in a customer service role, or where using the telephone is a part of your job, then this accredited qualification is for you.
Through completion of the course you will:
Understand the principles of customer service
Understand how customer needs and expectations are formed
Know the interpersonal skills and appropriate behaviour required in the customer service environment
Understand the principles of responding to customers’ problems or complaints