Service standards
Map a current situation involving service standards; separate facts from assumptions and identify questions that need clarification.
All programmesMarketing & Customer Experience / PM-MAR-004
Customer Service Foundations
A practical programme in customer service foundations, connecting working concepts with team decisions and relevant workplace examples.
About the Course
This programme develops a working approach to customer service foundations in the context of customer needs and service outcomes. Participants move from understanding the main concepts to examining a case, testing alternatives and explaining a practical recommendation. The three modules focus on service standards, customer needs and issue handling. Examples are selected after the training brief so that they reflect the responsibilities and experience of the participant group.
Course Objectives
- Explain the role of service standards and identify the information required for a reliable assessment.
- Use a structured worksheet to examine customer needs and compare reasonable alternatives.
- Identify assumptions, missing evidence and implementation concerns related to issue handling.
- Prepare a customer improvement proposal and success measures for discussion with a marketing or customer-service team.
- Translate the exercise into a workplace action plan with owners, review points and measurable progress.
Who Can Benefit
- Marketing and account teams: apply service standards to their responsibilities through a guided case and a course-specific worksheet.
- Customer-service supervisors: apply customer needs to their responsibilities through a guided case and a course-specific worksheet.
- Customer-experience and research professionals: apply issue handling to their responsibilities through a guided case and a course-specific worksheet.
Participant experience and learning needs are reviewed before the programme is confirmed.
Curriculum & Practical Work
Customer needs
Compare two approaches to customer needs; explain the expected benefits, limitations and information gaps.
Issue handling
Develop an action plan for issue handling; assign responsibilities and agree how results should be reviewed.
Learning Method
Short concept discussions, guided worksheets, group comparisons and instructor feedback, followed by a workplace action plan.
Educational programme. No professional accreditation is implied; specialist legal, engineering or tax advice requires qualified professionals.