(12 hours)

Completing this course, participants will understand the fundamental concept of customer service; the reasons why companies are taking a closer and more critical look at the service they are providing; identify key stakeholders and their relationship to a firm’s customer service philosophies; recognise and discuss the importance of an organisation-wide philosophy geared towards service excellence; handle complaints effectively and use them to improve customer satisfaction, recognising that complaints are opportunities, especially discuss the rights of the customer and obligations of the service provider in order to make their services more professional and create competitive advantages.