Purpose

This module forms part of a customer service self-study programme authored in 9 parts. Module 4 helps you get to grips with the product knowledge and understanding of the services you need to provide excellent customer service.

Benefits

This module - either as stand-alone learning or as an element of the nine part customer service programme - will enable you to: - develop product and service knowledge - use this knowledge to identify the needs of customers - identify customers' statutory rights - maintain records for customer service - deal with emergencies.

Related Solutions

Audience

Those wishing to learn or further develop customer service skills.

Learning method

Practical. Self-study covering the following topics: 4.1 Customer Queries: The When, Where, What and How 4.2 Keeping up to date with product and service knowledge 4.3 Questioning for facts and feelings 4.4 Listening for facts and feelings 4.5 Making suggestions 4.6 Know your stuff on consumer rights 4.7 Maintaining customer records 4.8 Supplying and recording customer information 4.9 Data protection 4.10 When things go wrong 4.11 Know your business

Time to Complete

-6 hours

Length

44 (11 activities) pages

Participants

Price

(inc. VAT)