Quality Customer Service

Quality Customer Service Course is a one-day course that is designed to equip participants with the skills and knowledge of how to provide quality customer service in the course of their daily work. The course aims to instill an ethos of exceptional customer service into the culture and workings of an organisation. It will focus attention on enhancing participants’ skills in delivering exceptional customer service to both the internal and external customer. This course will develop participant’s interpersonal skills with a focus on communication (face to face, online and when on the telephone) including how to deal with complaints, conflict and criticism and how to actively listen to customers.

Course Content

The course will cover the following areas:

• Understanding what is excellent customer service?
• Who are our customers and what are their needs?
• What do customers expect?
• How do we manage customer expectations?
• Guidelines and policy
• Customer Service Skills
• Dealing with difficult customer situations
• Learning from complaints – what can I/We do differently?
• How do I look after myself?

Further information about the Quality Customer Service course is available on the IPA website here. (ipa.ie)