Managing and Improving Customer Service Process Certification

Business success depends on customer satisfaction. A business may believe it is doing well through increasing sales and profits, but its customer satisfaction statistics may tell a story of unrealised potential. If your customer satisfaction ratings are not in the higher bracket, your bottom line is not as healthy as it might be.

This course shows that customer care is an integral factor in business success and provides the teaching to help your employees interact effectively with customers, with the highest levels of service and care. Better standards of customer care lead to greater customer satisfaction, which in turn drives customer loyalty, reputation enhancement and increased profits.

The course also covers the analysis and metrics of customer satisfaction, making it suitable not only for team leaders and managers of customer-facing staff, but also data analysts, work study staff and senior managers who need to set or understand the customer satisfaction picture for the business.

What’s covered in the course?

• Why good customer service is so valuable and beneficial, both for the customer and the business
• How to improve customer service using feedback from customers effectively
• How to measure customer loyalty in a tangible way, so it can be used to boost the business
• How to analyse and improve current customer service processes and techniques, for the benefit of both customers and the business
• Why the quality of customer care plays a big role in a customer’s impression and experience of the business, and how to achieve high-quality service
• How to handle customer service problems effectively, with a positive resolution for everyone involved
• Ways to consistently develop and enhance the customer service process
• Why a customer care framework depends on feedback and monitoring of systems and processes
• What service level agreements are and how to develop them so they work for both the customer and the business

This course comprises 5 modules and around 8 hours of learning. It forms part of our Business courses and our CPD courses collection, and pairs well with our Sales & Customer Service courses.