This course is aimed at

This course is suitable for all employees, including subcontractors and external partners.

Overview

To drive customer satisfaction, employees must understand exactly what customers expect. This course shows employees the five most important drivers of customer satisfaction and how effective communication helps deliver them.

Programme Content and Key Areas

Learning Outcomes

• Understand our five key drivers of customer satisfaction
• Identify the different styles of communication
• Use face to face communication more effectively
• Use the telephone to communicate more effectively
• Use clearer and more effective written communication
• Use the LEAP model to communicate with challenging customers

Technical Specifications

A full guide to the technical specifications required to run this course as well as information on the devices and browsers that the course has been tested on can be found on this link:

Assessment

There will be a section at the end of the module with short multiple choice questions to test your knowledge. A pass mark of 80% is required to successfully complete the course.

Provider

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