Customer Excellence L4, BBBEE(F)

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
Contact Details

Contact Person: 

Cheryl Carter
Course Details

NQF Level: 

Level 4

Course Delivery Method: 

E-learning E-learning

Blended Blended

In Class In Class

Presented Presented Courses

In House In-House

Course Duration: 

One Day

Cost: 

R2 000.00 per day, per person excluding vat

Course fee Includes: 

All Assessment & Moderation Costs; All Course Notes & Manuals; Certification & Issuing of SoR’s; Extensive Written Feedback; Venue Costs - Including Meals

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