Superior Customer Service


To provide participants with the underpinning knowledge required to manage the provision of customer service in their organisation.

Learning Outcomes:

By the completion of this course the participant will be able to:

  • define the characteristics of effective service
  • undertake a customer profile of their organisation
  • explain the role of effective communication in providing customer service
  • explain appropriate people handling skills so as to provide effective customer service


  • effective customer service
  • what customer research shows
  • why customers don’t return
  • who are your customers – profiling
  • managing customer service and customer complaints
  • positive service behaviours
  • what is poor customer service?
  • keys to superior customer service
  • conducting customer surveys


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