This programme focusses on both internal and external customers and clients using a fictional current affairs show called 'On This Day' and its presenter Naomi Henderson as a case study. Insufficent attention to the needs of external customers can result in a loss of sales and profit for an organisation. Loss of sales, jobs, and productivity can also be a product of poor internal service.
The programme looks at the following:
Defining customer service and customers
What makes for better customer service practices
Sustaining good customer service
Concluding the customer transaction
Dealing with difficult customers.
Duration: 45 min (incl. assessment)
CPD Points: 0.75