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 – telephonic, virtually 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
• Identify ways in which to manage and retain customers
• Realize that attitude and approach are the crux to effective customer service

IN CLASS 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