OVERVIEW
Customer service is one of the most visible and important things any organisation does. Every time someone contacts a business — to buy something, ask a question, get help or make a complaint — they form an impression that shapes whether they come back, what they tell other people, and how much they trust the organisation. For the people who deal with customers directly, the way they communicate, solve problems and treat each person is not a minor part of the job; it is the job. Excellent customer service does not happen by accident. It is built on a set of practical, learnable skills, and this course sets out to give you those skills.
The course covers why excellent customer service matters, the difference between internal and external customers, customer expectations and moments of truth, a basic awareness of consumer rights, active listening, effective questioning, positive language and tone, communicating across different channels (face-to-face, phone, email, live chat), empathy and building rapport, managing expectations honestly, handling complaints and difficult situations, and how to learn from feedback and continuously improve the customer experience.
