Lesson 1Personal objectives for the course.Lesson 2Customer service knowledge check.Lesson 3The customer – supplier chain.Lesson 4Defining customer care standards.Lesson 5Customer focus groups – briefing and completion.Lesson 6Problem, complaint or opportunity.Lesson 7Excellence in customer relations.Lesson 8Leading by example.Lesson 9The importance of employee engagement and its influence on customer service excellence.Lesson 10Customer service behaviour.Lesson 11Development of a …