Customer Service » Australian Institute of Management

Operations, Administration & Organisation
Customer First ( 04 )

Today’s fast changing markets and service oriented economy mean that people who work in organisations are now expected to provide services and products to two kinds of customers – external and internal. Frontline managers play an important role in developing and influencing the customer service processes to ensure the organisation’s objectives are met.

This program will provide participants with the knowledge and skills to ensure that products and services are delivered and maintained to standards agreed by the organisation and the customer.

Location
AIM SA - Centre for Management Development

Duration
1 day, 9am - 4.30pm

Investment
Professional Member : $525.00
Corporate Member : $555.00
Non-Member : $615.00

Commencement Dates
4 Jun 2012
31 Aug 2012
9 Oct 2012
13 Dec 2012

Recommended For
Managers, Supervisors, People in customer service roles, Team member who want to improve their customer service skills

Content

Internal and external customers
Customer expectations and customer satisfaction
Creating customer focus and customer value
Quality customer service
Service standards
Service styles
Service strategy
Relationship management
Effective communication
Handling complaints

Learning Objectives

Identify internal and external customer needs and plan to meet them
Implement customer service strategies that deliver quality products/services
Monitor, evaluate and adjust customer service

This program is nationally accredited and includes assessment at AQF Level 3 and 4.

The learning outcomes provide the National Competency Standards for:

BSBCUS301A Deliver and monitor a service to customers
BSBCUS401A Coordinate implementation of customer service strategies
BSBCUS403A Implement customer service standards

To download the course outline as a PDF, please click here.

Customer First
1 day, 9am - 4.30pm

Location: AIM SA - Centre for Management Development
Date:

Professional Member

$525.00

Number required

+ Add to Cart

Customer First
1 day, 9am - 4.30pm

Location: AIM SA - Centre for Management Development
Date:

Corporate Member

$555.00

Number required

+ Add to Cart

Customer First
1 day, 9am - 4.30pm

Location: AIM SA - Centre for Management Development
Date:

Non-Member

$615.00

Number required

+ Add to Cart

Home » Courses & Qualifications » Operations, Administration & Organisation » Customer First

Training Resources

1.	AIM SA Participant Handbook (PDF)
2.	AIM SA Learning Pathway (PDF)
3.	Training Information & Policies (PDF)
4.	Government Training Incentives
5.	Skills Recognition
6.	Booking Terms & Conditions

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