Course Overview

Intro

Customer service is the provision of services to a client before a purchase, during the purchasing process, and after the purchase has been made. The definition also includes:

• Assisting customers in making cost-effective decisions
• Assisting customers when it comes to using the product correctly
• Helping the customer to plan, install, upgrade, maintain and dispose of the product

Customer service excellence depends on the following skills:

Promptness– delivery of products must be on time. Delays and cancellations should be avoided.

Politeness– saying ‘hello’, ‘good afternoon’, ‘sir/madam’ and ‘thank you’. Using good manners is a must, irrespective of whether a customer makes a purchase or not.

Professionalism– a professional disposition motivates the customer to trust in your opinion as a salesperson. Ultimately, it increases brand loyalty.

Personalisation– a customer-centred approach is essential to make the customer feel that the product or service in question will improve his/her quality of life.

If you are someone who wants to get into the world of customer service, this course is definitely where you should start. If you own your own business, this course will help you understand how the customer care team of your company is the gateway between the customer and the business. Making sure that you understand the importance of customer service and what it takes to build a proper, structured team is essential to the success of your company.

Overall Competences

During this module, our students will:

• Understand the importance of customer care.
• Learn how to make a report.
• Learn how to make use of language and script aids.
• Gain an understanding of how the customer care team is part of the image of the company.

Learn what it takes to build a customer care team.

Accreditation by MFHEA

For more information kindly click here to view the complete accreditation information.

Location

Malta Leadership Institute
Valley Towers, Suite 9
Valley Road
Birkirkara BKR9022
Malta