Organisations are identified by their brand, which is their trademark. A brand, sells 'the promise', or what the organisation promises to the customer.
As a customer service practitioner, it's important you understand regulations and legislation for both customers and your own employment.
You need to understand your own role and responsibility. Some organisations have key performance indicators (KPIs) to measure your development.
Organisations use a range of tools to manage service delivery. They use systems, equipment and technology to measure performance.
Organisations need staff who are confident in their knowledge of services and products, Pre, during and post purchase
An important part of any customer service role is delivering excellent customer service
The customer experience encompasses a customer's first contact with you. How you deal with them creates their impressions of you and the organisation.
Good quality customer care can depend on communication quality. Communication well can be challenging, but also rewarding.
In a customer service setting, you will be required to interact with customers using different forms of communication. In doing so, you will develop your interpersonal skills.
You can influence internal or external customers by providing clear explanations and offering options.
At work, it's essential that you organise your time, energy and resources efficiently.
