Water Operations And Management WOM417 Customer service in the water industry

  • Course Code MS-149
  • Duration 5 days
  • Learners16Max

The purpose of this unit is to enable learners to understand and anticipate the needs and expectations of customers and identify practical steps towards improving customer service provision within their organisation. The unit emphasises that customer service is a key area of importance and value to organisations and is critical to the work of any employee.

Objectives

By the end of this course you will be able to:

  • Describe the needs, expectations and service requirements of external customers.
  • Describe the needs, expectations and service requirements of regulators.
  • Describe the needs, expectations and service requirements of internal customers.
  • Describe the company system for dealing with customer service issues from first contact to close.
  • Explain the principles of the Data Protection Act and how it affects customer service delivery.
  • Describe the internal and external mechanisms for identifying failures.
  • Identify options to deal with service failures and improve the provision of customer service
  • Describe the internal and external mechanisms for identifying service success.
  • Compile a business case with recommendations to improve customer service provision.
  • Deliver a business case to internal customers for improving customer service.
Method

Classroom based activity using PowerPoint, group activities and discussion. End of unit assessment in the form of an exam and written assignment

Pre Course Requirements

None