Course Content

Knowledge: Understand what continuous improvement means in a service environment and how your recommendations for change impact your organisation: Business Knowledge and Understanding; Customer Journey knowledge; Knowing your customers and their needs/ Customer Insight; Customer service culture and environment awareness;

Skills: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice; Resolve complex issues by being able to choose from and successfully apply a wide range of approaches; Find solutions that meet your organisations needs as well as the customer requirements.

Behaviours: Proactively keep your service, industry and best practice knowledge and skills up-to-date; Personally commit to and take ownership for actions to resolve customer issues to the satisfaction of the customer and your organisation; Team working; Equality; Presentation;

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