About This Course
Customer service isn’t just about responding to requests—it’s about constantly improving based on real-time feedback, behavioural cues, and service outcomes. This course will equip participants with the skills to identify when customer needs are not being met—even when complaints aren’t explicitly voiced. Through examples and clear strategies, learners will gain the confidence to spot dissatisfaction, take appropriate steps, and proactively improve service processes.
You'll explore how to evaluate procedures, flag inefficiencies, and foster a positive and responsive service culture. From reading body language and managing complaints to resolving issues and implementing improvements, this course provides practical, real-world tools to deliver better customer experiences across the board.
By the end of this course, you will:
- Recognise subtle and overt signs of customer dissatisfaction.
- Identify and report areas in need of service improvement.
- Apply a structured process to de-escalate customer complaints.
- Communicate effectively to set and manage realistic expectations.
- Resolve customer issues using a repeatable, service-oriented framework.
Topics Covered:
- How Can You Identify Areas Not Meeting Customers' Needs?
- What are Some Signs a Customer is Unhappy with the Service You are Delivering?
- What are Some Other Ways You Can Improve Customer Service?
- De-escalating Complaints
- Resolving Customers Problems
Course Duration: Approximately 20 minutes
Access to Course: 7 days from date of purchase
