Developing Quality Customer Service

This course has no current classes. Please the waiting list.

If you already have the skills to make a good first impression then find out how you can develop and maintain your customer service relationship so your customers return to you each and every time. Learn how to: identify and meet different customers' needs and wants, establish ongoing relationships with your customers, constructively deal with angry and difficult customers.


  • Overview/introductions
  • Quality customer service
    • What is quality customer service?
    • Who are your customers?
    • Managing customer needs and wants
  • Good communication – the customer service essential
    • The power of non-verbals
    • Listening well
    • Asking the right questions
  • Managing customer complaints
    • Complaints are feedback
    • A problem solving model
    • How to deal with customer complaints
  • Building a customer service culture
    • The DOs and DONTs
    • What can you do better?
    • Your next step...

By the end of this course, students should be able to:

  1. Identify what contributes to quality customer service
  2. Describe techniques to manage customer needs and wants
  3. Explain the communication techniques of listening and asking questions
  4. Identify appropriate strategies to manage customer complaints
  5. Discuss how to improve customer service delivery