Managing the customer service standards and performance expectations within a business is a critical component of operating a successful business. Understanding the needs of our customers is one thing, but structuring our organisational processes to meet these needs and strive for improvement on our service performance takes considerable planning, monitoring and management.

Course Series: 2 of 3

Course Award: Micro-Credential
Course Duration: 3 Hours
Course Complexity: Intermediate*

 

 

In this micro-credential we further our understanding of what it means to effectively manage customer service, and how careful execution of these processes can result in a cohesive team with high service and performance standards.

This micro-credential follows on from and leads on to other short courses within the subject area of Customer Service.

 

*Foundation – Introduces a concept and explores the concept and how it is applied

Intermediate – Explores a concept and builds from an entry-level understanding, through to an advanced level or mastery.

Advanced – Focuses on complexities of subject matter, participants are recommended to have an understanding of subject matter prior to enrolling in course. Typically designed for managers or people with experience in the subject matter.

Course curriculum

  • 1

    Introduction

    • Manage service delivery
  • 2

    Lesson 1

    • Communicate policies and procedures
  • 3

    Lesson 2

    • Monitor customer service
  • 4

    Lesson 3

    • Staff training
  • 5

    Lesson 4

    • Manage quality and resolve disputes
  • 6

    Lesson 5

    • Role model quality
  • 7

    Test your knowledge

    • Instructions before taking the test

    • Test your knowledge

    • Next steps