Quality control in service provision means ensuring you and your team provide a service that meets or exceeds the customers’ expectations. All aspects of your work processes and activities affect the quality of service you provide.
In this course, you will gain an understanding of the reasons behind quality assurance, what it means for your team, methods of monitoring service provision and team collaboration regarding offering a quality service.
Approximately 20 Minutes
As a customer service provider, you will have KPIs that measure the service level you provide clients, and customers. It is a measure not only of how you are performing but how the 'service-providing' organization is performing.
Feedback is important to help us measure how we are performing and areas we could improve on. Feedback can come in many forms from a variety of people.
In this course, you will gain an understanding of what forms feedback may come in, how to proactively seek feedback, what to do with the feedback you receive and how to give feedback.
Approximately 20 Minutes
Policies and Procedures are an essential part of any organization, it provides guidance, consistency, accountability, efficiency, and clarity on how an organization operates.
As a team leader, part of your role is to clearly communicate and ensure these policies and procedures are consistently enforced. Policies and procedures should regularly be reviewed especially after any changes such as new software or the addition of a new role to your team.
In this course, you will gain an understanding of what policies and procedures are, how to identify and communicate them to your team and how you can effectively monitor and provide feedback on policies and procedures to ensure your organization meets the needs of its clients and staff.
Approximately 20 Minutes
As a workplace experience coordinator, you will have KPIs that measure the service level you provide co-workers, clients, and customers. It is a measure not only of how you are performing but how the 'service-providing' organization is performing.
Feedback is important to help us measure how we are performing and areas we could improve on. It can come in many forms from a variety of people, it can be positive or negative, and formal or informal.
In this course, you will gain an understanding of what forms feedback may come in, how to proactively seek feedback, what to do with feedback you receive and how to give feedback.
Approximately 20 Minutes
Customer service is all about dealing with issues and providing effective solutions to problems and giving and receiving assistance is central to this.
We’ve all needed help at some point in our lives, and we all know how difficult it can be to admit we need help.
In this course, you will gain an understanding of how to identify when you or someone else needs help, and the most effective ways to ask for, or to offer help.
Approximately 20 Minutes
Strong relationships will make your work easier, as well as ensuring customers receive excellent service. The adage of treating others how you would want to be treated yourself really rings true in the workplace.
Forging strong working relationships with your managers, colleagues, and customers will allow you to help foster an open and inclusive workplace. Having a relationship with others in the workplace will help to smooth over difficult situations, make people more inclined to help when you need it, and boost everyone's morale.
In this course, you will gain an understanding that communicating in your dealings should be equitable from person to person, and how having equitable and fair dealings will help build rapport.
Approximately 20 Minutes