Driving your performance with customers credentials covers the skills and knowledge required in understanding your customers, so you can provide a customer service experience that leaves your customers delighted.

The Driving your performance with customers comprises of 2 micro-credential stacked courses of learning, followed by a completion of assessment tasks at the end of each skill level, to test the learner’s knowledge and understanding.

Course Series: 1 of 2

Course Award: Micro-Credential 

Course Duration: 4 Hours Course 

Complexity: Foundation

It comprises 8 lessons of learning, followed by a completion quiz to test your knowledge and understanding.  By the end of this course, you will demonstrate understanding in:

  • The basics in meeting customer service requirements. 
  • Practices to implement in the delivery of personalised customer engagement in your interactions and services. 
  • Accessing service resources and system to drive your performance. 
  • Being aware of organisations policies, procedures and KPI’ and how to work to meet these. 
  • Applying and working within legislative and regulatory requirements 
  • Setting personal performance expectations and managing these whilst providing performance driven customer service




Course curriculum

  • 1

    Introduction

    • Driving your performance with customers
  • 2

    Lesson 1

    • Customer engagement requirements
  • 3

    Lesson 2

    • Personalised customer engagement
  • 4

    Lesson 3

    • Business systems and objectives
  • 5

    Lesson 4

    • Service resources and systems
  • 6

    Lesson 5

    • Polices, Procedures and KPIs
  • 7

    Lesson 6

    • Legislative and regulatory compliance
  • 8

    Lesson 7

    • Personal performance expectations
  • 9

    Lesson 8

    • Performance management
  • 10

    Test your knowledge

    • Instructions before taking the test

    • Next steps
  • 11

    The boring stuff

    • Learning Vault Copyright Notice