Professional Development Short-Course for International Business Leadership

Customer Service

One of the key criteria identified by the European Foundation for Quality Management in their Business Excellence model, is the need to focus on achieving superior customer service to ensure effective results for world-class organisations.

This short course can be tailored to suit delegates needs, from beginner to expert level, and could, subject to an agreed assessment plan, provide specific credit points for modules within the units of study that make up full-time programmes, should further study be undertaken at a later date.

The following is a list of topics that might be included in an organisation's international business leadership programme, as delegates develop their knowledge, skills and language proficiency in the field of Customer Service.

• Business Communications for superior customer service

• Identifying the customer through market segmentation

• Perceptions of service by internal and external customers

• Customer Expectations

• The aim – satisfaction or delight?

• Customer Relationship Management (CRM)

• Empowerment of customer service staff to create world-class service

• Moments of truth

• First impressions last

• Body language

• Frames of mind and behaviour

• Showing empathy and building rapport

• Getting close to the customer – personal service

• Complaints – problems or opportunities?

• Developing customer loyalty strategies

• Encouraging repeat business and improving the average spend



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