Customer service is critical to the success of all organisations and is, arguably, the most important aspect that your business must get right to be sustainable in the long-term.

 

Course Series: 3 of 4
Course Award: Micro-Credential
Course Duration: 3 Hours
Course Complexity: Intermediate*

 

With a large number of products and services that are available in every business, it’s expected that small mistakes will happen, and you are highly likely to regularly encounter customers that prove very difficult to deal with – in this course, we learn how to turn this small issues into long term opportunities to enhance the business! This course is part of a series and follows on from ‘Developing customer relationships’.

 

Beginner – 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

    • Resolving Guests Complaints
  • 2

    Lesson 1

    • Research and Questioning
  • 3

    Lesson 2

    • Assess Potential Impacts
  • 4

    Lesson 3

    • Responsibility for Resolution
  • 5

    Lesson 4

    • Analyse Suitable Options
  • 6

    Lesson 5

    • Consultation and Satisfaction
  • 7

    Lesson 6

    • Quality Guest Service
  • 8

    Lesson 7

    • Minimising Repeat Issues
  • 9

    Lesson 8

    • Quality Through Leadership
  • 10

    Test your knowledge

    • Instructions before taking the test

    • Test your knowledge

    • Next steps