This course aims to impart learners with skills and knowledge to manage customers with the goal of improving business relationships with customers and achieving service requirements by collaborating with customers to achieve service outcomes.

At the end of this course. Learners will be able to:

• Collaborate with customers to provide service follow up

• Analyse gaps between actual service performance and organisation’s service standards

• Deploy service quality improvement tools to improve service delivery process

• Apply logical deduction to anticipate service abnormities

• Facilitate generation of solutions to solve service abnormities

• Select a solution using appropriate evaluative techniques and criteria

• Evaluate the effectiveness of the implemented solution