This session on customer service aims to help you to understand the importance of good customer service and its impact on business success. More than that though, it focusses on the specific behaviours that make service good (or not) in the eyes of the customer, and introduces a model for delivering quality service every time you interact with a customer. Although written from a face-to-face perspective, reference to customer service on the telephone is referred to throughout.

In particular, by the end of the session participants will be able to:

  • State some of the effects of good (or poor) customer service on business success
  • Describe what constitutes good customer service
  • Explain the 5 “F”s of customer service, and what they look like in your organisation
  • Identify practical things that you can do to provide good service every time you interact with a customer.