This is a comprehensive e-learning program that can be taken from any computer by an individual or group of learners. It consists of 10 modules that will help you understand the needs of your internal and external customers. We also provide an online learners guide that supports the program.

Module Description
PDP 1.1 Identifying Your Customers
PDP 2.1 The Needs of Internal Customers
PDP 2.2 Effective Teamwork
PDP 2.3 Critical Thinking
PDP 2.4 Effective Communication
PDP 3.1 Telephone Technique
PDP 4.1 The Needs of External Customers
PDP 4.2 Customer Service Framework See Demo
PDP 4.3 Customer Service Excellence
PDP 4.5 Handling Difficult Situations See Demo

PDP 1.1 - Identifying Your Customers

This module looks at various customer types which will enable you to react to them in an appropriate manner. It also introduces you to a key concept which is "Everyone who is not me, is my customer" this is because we all have both internal and external customers.

PDP 2.1 - The Needs of Internal Customers

This module is designed to focus you on the needs of your internal customers (your co-workers) and should be combined with Module PDP 2.2 - Effective Teamwork so that you can gain a better understanding of the complexities of working in a team.

PDP 2.2 - Effective Teamwork

A team is a group of individuals who are working together for a common purpose. In this module you will learn the complexities of working in a team and gain an understanding of your team type.

PDP 2.4 - Effective Communication

The ability to effectively communicate is a core skill that is required in so many ways, from integrating into a team, being successful at an interview, when providing customer service and in everyday life.

This module considers each type of communication and recommends the most effective type to use in a given situation.

PDP 3.1 - Telephone Technique

Having a professional telephone manner is a key requirement for all businesses and this module will help you to understand how you should handle a telephone call in a professional manner.

PDP 4.1 - The Needs Of External Customers

This module considers the needs of your external customers and introduces you to the principle of pacing or 'mirror' technique.

PDP 4.2 - Customer Service Framework

Good customer service has to be consistent and therefore this module introduces you to a framework that will help you with the steps required to provide 'good' customer service on a consistent basis. In module PDP 4.3 we will learn how to build on this by going the extra mile for our customers.

PDP 4.3 - Customer Service Excellence

This module will provide you with the skills and knowledge that will help you to go the extra mile for your customers by placing your personal mark on every transaction. Raising your level of customer service to excellent.

PDP 4.5 - Handling Difficult Situations

Despite your best efforts at providing excellent customer service, there will always be a time when you face a 'moment of truth' as you have to help a dissatisfied customer. This module provides you with a framework that when put into practice, will help you resolve these situations in a 'win-win' scenario.