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Introduction
The primary emphasis of course 8600-306 Understanding Customer Service Standards and Requirements, centres on enhancing service quality. This course equips managers with the essential skills and methodologies for assessing service quality, establishing standards, and implementing processes that ensure the consistent maintenance and ongoing enhancement of service excellence for customers. Through this course, you will gain the proficiency to establish benchmarks, gauge customer satisfaction levels, oversee service quality, and formulate strategies for enhancing service delivery within your organization. Furthermore, you will have access to an extensive array of tools and workbooks designed to facilitate your ongoing efforts to elevate service quality within your organizational context.
Learning Outcome
Below are the learning outcomes for course 8600-306:
- Comprehend the legal and organizational prerequisites for effective customer service management.
- Gain a thorough understanding of customer service standards.
- Acquire the skills to proficiently monitor and evaluate customer service performance.
Unit purpose and aim(s)
The primary objective of course 8600-306, “Understanding Customer Service Standards and Requirements,” is to foster the acquisition of knowledge and comprehension necessary for meeting customer service standards in alignment with the expectations of both practising and prospective first-line managers.
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