CUSTOMER CARE
(Service Excellence)
| PRICE | DETAILS | ACCREDITATION |
| Includes: Training ManualAssessmentCertificate of Competence Or Certificate of Attendance Learner to bring their own pencil, ruler, calculator and ruled paper | Duration: 2 Days Time: 09h00 – 15h00 Date: Negotiable Venue: Online or In-House Training is customized to suit client’s requirements. | Unit standard identity: 10053;10052 SAQA Qualification ID: 615953LP METHOD OF ASSESSMENT: Practical ApplicationsProblem Solving TechniquesCase studiesFinal Summative Assessment |
COURSE OBJECTIVES:
| Explain the importance of understanding company standards Explain the importance of good customer excellence service Describe the methods used to monitor staff-customer relations Describe ways to obtain customer feedback Describe ways of establishing rapport with customers and maintaining a professional relationship Describe ways of increasing customer satisfaction COURSE CONTENT: |
| Customer Service Skills: | Identify and solve problems related to customer satisfaction and the performance of customer service |
| Putting Customer Service into Practice: | Communicate effectively with customers when obtaining feedback |
| Measuring Customer Service: | Work effectively with others when monitoring the handling of customers |
| Corporate and Self-Image | Hierarchy of Customer Needs |
| Handling Complaints & Criticisms | Internal and External stakeholders |
| Telephone Techniques | Frontline PR |
| Understanding Culture | Be culturally sensitive across a range of social contexts when listening to and interpreting customers’ needs and requirements. |
| E-mail Etiquette | Tips for writing professional e-mails |