The quality of customer service provided by an organisation is not just limited to interactions with and feedback gathered from their immediate customers, but rather their acquisition and analyse of a wider market filled with valuable information about what their customers expect. A business that seeks to continuously improve by tapping into and responding to this data is able to reflect and react on their own operational processes and improving their level of customer service.

 

Course Series: 3 of 3

Course Award: Micro-Credential
Course Duration: 2 Hours
Course Complexity: Intermediate*

 

 

In this micro-credential we address how organisations can look at both the internal and external environments of their business and analyse data to alter and improve their approaches to customer service.

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

    • Monitor and Adjust Customer Service
  • 2

    Lesson 1

    • Ongoing Feedback to Improve Service
  • 3

    Lesson 2

    • Assess Effectiveness of Service Quality
  • 4

    Lesson 3

    • Identify Systematic Service Problems
  • 5

    Lesson 4

    • New Approaches to Service Delivery
  • 6

    Test your knowledge

    • Instructions before taking the test

    • Test your knowledge

    • Next steps