ICM - Customer Service

Aim(s) of Customer Service Training:

This training will provide candidates with the skills, techniques and knowledge required to deliver effective customer service.
It provides an insight into the different types of customers likely to be encountered in a business and service environment, their particular characteristics to achieve a successful outcome.
It places effective customer interaction within a strategic context by setting out the stages involved in the development of an effective customer service strategy and the leadership role required to bring this to effective fruition.
Further, this training provides students with an understanding of the measures,techniques and tools available to measure the health of customer service interactions and the indicators that an organization may need to address its customer relationships.

Candidates will be able to:

Assess the impact on an organization of a range of types of customer and evaluate techniques that can be adopted to identify, meet and exceed their needs.
Evaluate the methods, techniques and measures to engage effectively with customers and to assess customer satisfaction with an organization and its products.
Assess the significance of effective leadership and management in creating the conditions for effective employee-customer interactions.

ICM – Customer Service