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This course is designed to help you to conduct effective customer service. Effective customer service means to provide a good experience to a customer. The aim is to ensure that the customer has a good experience in using your product and service and that this is one which they wish to repeat.

At the end of the course you will be able to:

•  Explain what good customer service is;
•  State the key principles of good customer service;
•  Be able to demonstrate good techniques for telephone etiquette.

Before we explore the course objectives, we must first understand what customer service is. In the design of this course, we completed a lot of research and almost all of the research produced the same results. Customer service is defined as the provision of a service to customers before, during and after a purchase.

Customer service is a series of activities designed to enhance the level of customer satisfaction – this is, the feeling that a product or service has met the customer expectation.

So that’s what customer service is but what we want to look at is how we exceed these expectations and provide a good customer service.

Good customer service is not just important it’s vital. With the launch of social media came the launch of power back to the consumer, customers are able to easily spread the news of their experience with a company. A good example is Trip Advisor, millions of holidaymakers visit this site to either post their views or to view the opinions of others.

These opinions are available to millions of potential customers. Bad publicity will make potential customers think twice about booking that holiday or using a product or a service… in fact, the chances are they will spend their money elsewhere. The simple fact is that many businesses fail due to their lack of understanding of the importance of customer service or because their customers receive a less than satisfactory experience.

On the flip side, excellent customer service will cause repeat business and eventually increase revenue. During this course, we will raise your awareness on some key principles to provide excellent customer service.

Good customer service provides an experience that exceeds customer expectations. It produces satisfied customers, increases revenue and raises the profile and awareness of a product. Poor customer service generates complaints, can result in loss of sales and cause a poor reputation to a business.