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Managing Quality Customer Service PDF Print

Training ProviderLearn Skills Assessment
Quizzes & Final Exam
Location learnskills.org Qualification Certificate of Completion
Method Asynchronous Self-paced
EligibilityOpen
Cost50 EUREnrol Now  

Learn Skills Online Course

Organisational focus on customer service took a leap during the 80s and 90s due in part to the Quality initiative taking place during these decades. For an organization to succeed, intensely managing service quality is absolutely essential. It is only through customer alignment that the organization is on track toward a single, shared vision of customer focus and customer value; a vision that energizes people and the organization to accomplish extraordinary things.  This course provides an in depth introduction to Quality Customer Service, the QCS Process and training in Quality Customer Service Skills.  This course covers the following:

Introduction to Quality Customer Service
20 minutes of learning covering the following topics:

  • Introduction to Quality Customer Service
  • What is Quality Customer Service?
  • Change your Paradigm
  • Customer Expectations
  • Beginner
  • Expected
  • Desired
  • Unanticipated


The QCS Process
40 minutes of learning covering the following topics:

  • Identify Your Customers
  • Identify Customer Needs
  • Deliver Quality Customer Service
  • Strategy
  • People
  • Systems
  • Monitor and Improve Results


Quality Customer Service Skills
35 minutes of learning covering the following topics:

  • Select the Right People
  • Build Trust and Rapport with Customers
  • Overcome Resistance
  • Communication Skills
  • Mutual Respect
  • Objectivity
  • Empathy
  • Flexibility
  • Comparison
  • Mind-Reading
  • Filtering
  • Judging
  • Debating
  • Placating

This e-learning course is suitable for self paced learning, distance learning and blended learning. This is an online training course and uses high quality multimedia with audio to fully engage the user.

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