This course trains you on all the essentials of customer service:

1. Terminologies: Main terminologies of great impact on service are explained alike the “platinum rule” and “anticipation”.

2. Definition of Customer Service: Where the words “needs” and “consistency” are of high importance. This course shows the four major needs of a customer that should be fulfilled and invite the persons concerned in various domains to explore accurately the other main needs of their customers (alike in cargo there is demurrage).

3. Listening: One of the great importance in communication – what do we need to be better listeners and what are the barriers to listening.

4. Personalities and Behavioral Styles: It indicates how can we recognize the personality of the customer once they just engage in conversation so we can flex accordingly!

5. Voice of the Customer: This section shows the importance of research alike focus groups and contextual inquiry to understand more the customer.

6. Methods of Service Measurement: As they say “if you can’t measure it, you can’t manage it” – Kano Model, NPS and more will be tackled in this section.

7. CRM (introduction about Microsoft Dynamics): The course will finalize with a brief about Customer Relationship Management in relation to service and field service, as the latter is of high importance indeed.