Address Customer Needs

overview

This unit describes the performance outcomes, skills and knowledge required to manage the ongoing relationship with a customer, including assisting the customer to articulate their needs, meeting customer needs and managing networks to ensure customer needs are addressed. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Introducing Consulting Skills and Handling Complaints

In this course, we will investigate the benefits of using a consultative approach when dealing with customers and colleagues, and we will also look at ways of effectively handling customer complaints. While these skills are of obvious benefit to customer service and sales people, they will be useful to everyone, both at work and at home. This course includes 25 minutes of learning covering the following topics:

• Introduction
• Perceptions
• Introduction to Handling Complaints
• Handling Complaints
• Customer Complaint Process
• Investigate
• Develop Solutions
• Respond
• Follow Up

Knowledge and Networks

The human enterprise is a quest for learning from what came before and improving upon what we have learned. Customers now expect you to have expertise; to understand the past in order to invent the future. This course will explore what you need to know and the sources that can help you to define and develop your expertise. This course includes 20 minutes of learning covering the following topics:

• Introduction
• Developing Expertise
• Knowledge
• Knowing Your Industry
• The Industries You Serve
• Knowing the Tertiary Sector
• Building a Network
• Partnering with Customers

Consulting Communication Skills

In this course, we will cover the basic communication skills required when dealing with customers and colleagues. As such, the content will be of specific use to all employees and especially those involved in roles such as customer service and consulting. This course includes 55 minutes of learning covering the following topics:

• Introduction
• Listening Skills
• Comparison, Mind-reading, Filtering, Judging
• Debating and Placating
• Body Language
• Active Listening
• Summarising
• Reflecting
• Improve Your Listening Skills
• Questioning Skills
• Building Trust
• Telephone Skills
• Voicemail
• Answering the Phone

The Consultative Service Process

In this course, we will provide you with an introduction to the customer service process. Using a systematic approach will help you to understand how to effectively use each phase of the service process to your advantage. The consultative service process is a series of recurring steps that clearly define the customer service cycle. This course includes 25 minutes of learning covering the following topics:

• Introduction
• The Consultative Service Process
• Initial Contact
• Determining Need
• Effective Customer Meetings
• Writing Proposals
• Negotiating and Closing
• Follow-Up
• Finding and Qualifying Prospects
• Determining Need

Introduction to Quality Customer Service

In Albrecht's paradigm of Total Quality Service (TQS), the author redefines service to mean the value created or added, for the customer or for someone serving the customer, by the work each employee performs. He sums up the problem with service quality by saying, "The loss of focus on the customer as a human being is probably the single most important fact about the state of service and management in the Western World today." In this course, we will identify the performance outcomes, as well as the skills and knowledge required to contribute to quality customer service standards. We will also look at how to implement customer service standards and systems in your workplace. This course includes 20 minutes of learning covering the following topics:

• Introduction
• Introduction to Quality Customer Service
• What is Quality Customer Service?
• Change your Paradigm
• Customer Expectations
• Basic
• Expected
• Desired
• Unanticipated

The Quality Customer Service Process

The simplest way to foster customer loyalty is to adopt an ethos of quality customer service. From word-of-mouth to loyalty rewards programs, it is amazing how quality customer service brings repeat business.
Training your team to have superior service skills is the first pillar of loyalty success. In this course, we will embrace that shift as we investigate the Quality Customer Service process, where the first step is to determine who your customers are. This course includes 40 minutes of learning covering the following topics:

• Introduction
• Identify your Customers
• Identify Customer Needs
• Identify Customer Needs
• Delivering Quality Customer Service
• Customer
• Strategy
• People
• Systems
• Handling Complaints
• Root Cause of Problems
• Revisiting the Process
• Monitor and Improve Results