Module 2 : The customer-led approach

In today’s evermore competitive market place, there can be few organisations who don’t aim to be customer-focused and even fewer who fail to recognise how important customer service is in achieving this aim. The result is that the role of customer service staff in building a customer-led company culture is now a key issue for those who want to maintain a competitive advantage. Here, we will look at what a customer-led approach is and the skills required to deliver it. In this module, you...