Service Requests

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This Course explains the processes that you should consider as an organization that handles service requests. Organizations like local government, councils, central government and private companies which handle requests for service will find this video module useful.

Modules

Overview

Certificate

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Effective service request management ensures that customer and community needs are understood, recorded, prioritized and resolved appropriately. This course explores the key processes organizations can use to manage service requests efficiently while maintaining a positive customer experience.

Well-managed service requests improve responsiveness, accountability, and customer satisfaction. A clear and consistent process helps organizations track requests, communicate effectively, meet expectations and ensure issues are handled in a timely manner.

The fundamentals of effective service request management
Key processes for receiving and recording service requests
How to prioritize and manage different types of requests
Techniques for communicating progress and expectations
Strategies for tracking requests through to resolution

Local government and council employees
Central government service teams
Customer service professionals
Contact centre agents
Private sector service teams
Managers and supervisors responsible for service delivery

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