About This Course
Understanding and managing customer expectations is key to delivering excellent service. This course helps you distinguish between internal clients and external customers, giving you tools to meet both their needs while promoting loyalty, trust, and satisfaction. You’ll explore how expectations are shaped, how to respond to complaints, and how to act as the face of your organisation in a professional, courteous manner.
You'll also learn to set realistic expectations, communicate clearly, and follow through effectively. By mastering active listening, empathy, non-verbal communication, and goal-focused service, you'll become a stronger contributor to your team's success and your organisation’s reputation. This course will also guide you in navigating service standards, policies, and compliance requirements, all while putting your professionalism and critical thinking into practice.
By the end of this course, you will:
- Distinguish between existing and potential clients and their expectations.
- Recognise how expectations are formed and how to manage them proactively.
- Apply customer service skills such as empathy, active listening, and clarity.
- Deliver service that reflects organisational policies and SLA commitments.
- Respond appropriately to complaints and queries with professionalism.
- Foster long-term loyalty through personalised service and follow-up.
Topics Covered:
- Who are Clients and Customers?
- Baseline Expectation of Every Transaction
- Keys Skills for Delivering a Great Customer Experience
- Key Priorities in Delivering a Customer Service
Course Duration: Approximately 20 minutes
Access to Course: 7 days from date of purchase
