This course is accredited by the Services Seta and covers unit standard 10052 at NQF level 5 and is worth 6 credits

This course is accredited by the DQS, an authorized ISO certification body. The course is aligned to the ISO Customer Service excellence standards.

3 Day course

Course Objective

This course is directed toward Customer Service Excellence Professionals, those individuals who are custodians of the organisations’ customer service excellence and quality standards. This course is directed toward Customer Service Excellence Professionals, those individuals who are custodians of the organisations’ customer service excellence and quality standards. Customer service and client relationship professionals should attend this course. The broad aim of this course is to introduce participants to key knowledge, attitudes and skills pertaining to Service Excellence and Quality in the work environment. This course is accredited by the DQS, an authorized ISO certification body. The course is aligned to the ISO Quality and Customer Service excellence standards. The course focuses on the ISO quality standards and the ISO customer service excellence standards. The course deals with the quality processes that run through the organisation from the supplier to the client that receives the service or product.

When you have completed this course you will be able to define the key concepts associated with the

Customer Driven Organization and you will be able to:

• Understand the vital importance of the customer to any organization
• See the value in having excellent service for both internal and excellent customers
• Identify the factors that can prevent an organization from maximizing customer value
• Understand how to critically look at the customer service levels and to establish if the organization is truly customer driven.
• Identify different customer types and interact appropriately with them

A customer driven organization is one that:

• Listens to its customers
• Integrates customers into its business and vice versa
• Provides customer focused solutions
• Has a culture which positively embraces the customer

Loyalty of Customers

• Customers will stay where they feel they are being valued
• Customers will receive what they require
• Customers will trust the organization
• Business will be protected from the competitors

Focus on Value Add

• The organization will focus its resources on the activities which add value for the customer
• Customer driven operations focus on what the customer wants
• Core competencies can be identified and developed so as to deliver what the customer values

The importance of Quality Management to organisations

• Understand the importance of quality management
• Identify the key components of an ISO quality management system
• Describe the factors that cause quality management systems to fail
• Understand the different ways that you as an employee can affect quality
• Use the material presented to develop a quality-centered approach to your role
• Identify the role of the quality management system and the interdependencies within your organization required to make it function

ISO Customer Service Standards

• The Customer Service Policy
• The Customer Service Objectives
• The Customer Service Strategy
• The Customer Service Tactics

DQS Business Service Assessments & Tools

• Assessing the gaps between the perceived and expected service as seen by your customers
• Evaluating how well you are managing your service parts and service equipment
• The relationship you have with your suppliers in building trust and collaboration in SLA’s
• Assessing how well your business management software meets the demands of the business in meeting business objectives and its success as a tool to grow your customer base and handle customer complaints.

Learning outcomes

• Put a customer quality management system into place
• Better understand the customer service attributes needed for service quality
• Relate to the roles of the customer in defining needs; measuring value delivery
• Create value in the workplace by reducing process wastes which add little customer value
• Develop work flow, work procedures and work instructions
• Relate to the role of business software in controlling, optimizing and increasing efficiency and effectiveness in the customer supply chain
• Define the concept of the overall supply chain. Outsourcing services, customer relationship management; measuring supply chain performance
• Use continuous improvement methods and essential quality tools to up service performance and analyse operations’ performance
• Identify the factors influencing customer experience
• Use customer surveys to identify customer views and perceptions; survey techniques
• Manage supplier relationships; key performance factors in supplier performance measurement
• The benefits and decisions relating to outsourcing

• DQS Customer Service Excellence Assessment tool

Accredited by the Services Seta

Imsimbi Training is an Accredited Training Provider with the Services Seta number 2147. Imsimbi Training is a Level 2 BBBEE Contributor Company.