Sales & Service

Customer Service Excellence (CSE)


Description
Excellent customer service is a series of activities designed to enhance the level of customer
satisfaction, with the lasting feeling that a product or service has met or exceeded the needs of
customers. The aim of this eLearning course is to help raise customer service levels and customer service standards
within the workplace. To instruct, equip and inspire staff to satisfy your customers at every opportunity.

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Modules:
1. Introduction

2. Customer and public relations
Highlights the importance of making a good first impression, and how quickly customers will form
an opinion of you and your organisation. It also looks at appearance and behaviour.

3. Communication methods
Looks at methods of spoken communication, body language and what excellent communication
means for customers. Practical examples are also included for reinforcement.

4. Telephone and tannoy
Discusses best practice on handling telephone conversations and tannoy announcements.

5. Service quality
Focuses on dealing with complaints and how a well delivered service conforms to customer
expectations.

6. Knowledge check
A quiz requiring an 80% score to pass.

Course duration:
Approximately 40 mins (including quiz), though no time limit set.

Certification:
Your certificate will be available to download as soon as you have passed the end of course quiz.
Content
  • Customer Service Excellence
Completion rules
  • All units must be completed
  • Leads to a certification with a duration: Forever