Customer Service

Increased Profitability And Reputation

What you will learn

Understand the Principles of Customer Service

Know your Customers and understand how to deal with different customer types

Understand how to develop effective customer service Policies, procedures and systems

understand how do handle complaints, interact with difficult customers and simple strategy to behave towards angry customer


Getting Customers and keeping them brings Income and Profit.

All other activities create Costs.

The only way to have a business is to have customers; without customers you do not have a business. The more you understand about your customers the better you can create and adapt your products and services to better satisfy their requirements. Therefore first step in customer service is to know who your customer are, an in-depth understanding of your customer will help you to understand their needs, characteristics and their likes and dislikes. This knowledge in turn will assist you to better serve your customer and build a long-term mutually beneficial relationship with them.

The majority of businesses and academics involved in the field of business refer to customer care. However, customer service is a more accurate term, because service is proactive, practical and customer focussed. Customer care implies intention and good will. The danger is that customer care could stay just as goodwill and intention, and not become an essential participant is your business.

It does not matter what we call it, customer service, customer care or something else. What is important is how we look after a customer and foster long-term mutual relationships with them. If you do a good job, are courteous or helpful to the customer and give them what he/she wants – you have simply done your job. Customer service, on the other hand, is proactive, practical and focussed. You have served your customer when you go that extra mile to exceed the customer’s expectation.

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In this course you will find out how to exceed customer’s expectations and also actions and behaviours to strictly avoid in dealing with customers.

I will show you how to put a robust customer service strategy and programme to get and keep customers for life. If you do not develop a proactive customer service programme, you can put your business at risk and by gradually losing loyal customers through not providing them with meaningful service or care. It also likely to lead to confusion, potential for disagreements and arguments.

At the end I will leave you with 7 practical tips in customer service and provide you with a list of useful resources and references for further customer service development and understanding.




Know Your Customers
Customer Service Principles
Prepare to Deal with Customers
Business Resilience Summary

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