Effective Customer Service

This workbook focuses on the concept of complete customer service, introducing the key skills needed to be effective in this crucial business area.  It encourages every member of the organisation to become proactive in developing effective customer service approaches and procedures. 

Key Subject Areas

Understanding your organisation: Customer service roles and responsibilities
Developing a positive customer service attitude
Self-presentation, voice and speaking style
Customer service on the telephone
Understanding and responding to customers
Communication skills for customer service
Handling complaints
Encouraging repeat business 


Learning Outcomes

  • Understand the importance of customer service for company growth
  • Recognise the importance of personal attitude, skills, expertise and self-presentation
  • Appreciate the different needs of individual customers and know how to provide service to meet those needs
  • Use effective communication skills
  • Use the telephone courteously and efficiently
  • Handle complaints helpfully and confidently
  • Encourage customers to return for repeat and extended business
  • Know how to receive and respond to feedback from customers
  • Take individual responsibility for providing service to customers