Customer Service Excellence

R0

Description

CUSTOMER CARE

(Service Excellence)

 

PRICE

 

 

DETAILS

 

ACCREDITATION

R1 990.00

 

Includes:

·      Training Manual

·      Assessment

·      Certificate 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 Applications

·      Problem Solving Techniques

·      Case studies

·      Final 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-ImageHierarchy of Customer Needs
Handling Complaints & CriticismsInternal and External stakeholders
Telephone TechniquesFrontline PR
Understanding CultureBe culturally sensitive across a range of social contexts when listening to and interpreting customers’ needs and requirements.
E-mail EtiquetteTips for writing professional e-mails

 

 

 

 

 

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