Customer Service Management provides:

• A holistic approach to customer service and customer service management
• A framework for understanding the core issues in customer service delivery
• Insight for small business owners into how to gain a competitive edge
• A wide variety of activities, providing the optimal usage of notional hours within the SAQA framework
• Motivation for giving great customer service
• A carefully designed roadmap for learning, including the application of an industry-related project
• A chance to have some fun while learning through the use of activities

Topics covered include:

• Moments of truth
• Dealing with "difficult" customers
• Basic communication
• Working with frontline personnel
• Customer service action plans
• Internal and external customer service
• Identifying customer needs
• The role of customer service