Courses

Course Overview

One of the most important roles that a manager has is setting expectations and meeting brand values for both the team and the company’s customers. Whether it is the team that you manage or the customers that you are servicing as a business, it is important to set and manage expectations in terms of the delivery of service.

Customer service management is a key role if you are the business owner, as the expectations start and end with you. However, your role as a more junior manager will be to implement the expected levels of customer service,

The biggest cause for complaints in the estate and letting agency industry is a lack of communication, so one of the key roles that the manager has is to communicate and then manage these customer service expectations.

This course looks at communication and complaint handling and follows on from the core Able Agent Customer Service courses.

What you will learn

• How to identify and respond to customer service problems
• Techniques for responding to customer complaints
• Understand the limits of authority when dealing with customer service issues
• Understand how to use different methods for monitoring customer service delivery