Providing consistent and quality customer service is one of the core aspects that can spell a business’ success or doom. At the end of the day, if our customers are not happy, they won’t buy our products, they won’t visit our stores, they won’t eat in our restaurants. Mastering customer service can turn a one-time customer into a lifelong customer, help spread the word of your brand and bring incredible success to your business.

Course Series: 1 of 3

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

 

In this micro-credential we start the journey of unlocking what our customers need and expect from us, and how the underpinning practices of our organisation play a significant role in how well we service our customers.

This micro-credential 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

    • Delivering Quality Guest Service

  • 2

    Lesson 1

    • Research Customer Needs and Expectations
  • 3

    Lesson 2

    • Feedback on Products and Services
  • 4

    Lesson 3

    • Review and Plan Changes
  • 5

    Lesson 4

    • Staff Participation in Development
  • 6

    Lesson 5

    • Develop and Utilise Policies and Procedures
  • 7

    Test your knowledge

    • Instructions before taking the test

    • Test your knowledge

    • Next steps