Customer Excellence

Customers are our source of income and yet we treat them with such indifference, rudeness and apathy.  To succeed and grow in business, we need to put our customers first and we must learn to treat them accordingly.

 

COURSE OBJECTIVE

 

To make learners aware of the importance of customer service – both internally and externally.

 

COURSE CONTENT

 

  • Introduction to Customer Excellence
  • Service Excellence
  • Attitudes to practice / avoid
  • The internal customer
  • Handling difficult situations with assertiveness – telephonically or face to face
  • Customer Expectations

 

INDIVIDUAL LEARNING OUTCOMES

 

At the conclusion of the course, learners will be able to:

  • Understand the service excellence process
  • Implement a method of dealing with difficult people professionally
  • Suggest ways in which to improve customer service in their organisation
  • Identify ways in which to manage and retain customers
  • Realise that attitude and approach are the crux to effective customer service

 

ASSESSMENT CRITERIA AND METHODOLOGY

 

  • Participation in role plays, class discussions and exercises
  • Completion of a Portfolio of Evidence Workbook

 

ENTRY LEVEL: Strictly Level 4/Grade 12/Matric.

Course is conducted in English - Grade 12 level.

                                              

COURSE INFORMATION

 

DURATION

2 Days

 

 

 

 

CLASS SIZE

12

 

 

 

BBBEE CATEGORY

NQF LEVEL

F

4

 

 

 

Contact Details

Contact Person: 

Cheryl
Course Details

Unit Standard: 

N/A

NQF Level: 

Level 4

Credits: 

N/A

Course Delivery Method: 

Presented Presented Courses

Course Duration: 

2 Days

Cost: 

2000.00 per day

Course fee Includes: 

All course Notes and Manuals,Certification,Extensive Written Feedback, Venue and Including meals