Organisations that deliver exemplary customer service are well led. Their service culture is guided by leaders who set expectations, role model appropriate behaviours and monitor service delivery. Help your service leaders deliver the service promise through skills learned on this program.
For today’s marketplace, it’s not only what we offer, but how we deliver it that determines success.
This program will provide participants with the knowledge and skills to ensure that products and services are delivered to standards agreed by the organisation and the customer. Using practical examples and case studies, this program will revitalise your approach to service.
Participants should be able to:
- Identify the place of customer service through touchpoint and value chain analysis
- Deliver customer service both internally and externally through planning and action
- Monitor, review and evaluate customer service
- Implement processes and strategies to lead teams responsible for delivering service.
Additional fee applies for assessment (1 unit of competency):
$210 Non Member
$175 Corporate/Professional Member
Relationship to Competency Standards
Please click on the qualification link above for Qualification information and total fees.