Customer Service Excellence for Managers ISO aligned

Unit Standards : 10052

Level 5

Credits 6

Module 1 – Quality Management – Customer Service

Outcomes:

At the completion of this module you will be able to:

 Discuss and relate to the concepts

 Customer needs and expectations

 Supplier management

 The customer experience

 Customer service strategy

 Customer satisfaction and Customer loyalty drive profitability

 The 9 key principles of customer service

ISO Customer Service Standards

• The Customer Service Policy

• The Customer Service Objectives

• The Customer Service Strategy

• The Customer Service Tactics

Module 2: – Quality Management – Customer Service

Outcomes:

At the completion of this module you will be able to:

Relate to and comment on what is described as the:

1. Ten Dimensions of Service Quality

2. The 3 Roles of the Customer

3. Tools for Creating Market Value

4. What are Customer Needs and Wants

5. Understand the importance of quality management

6. Identify the key components of an ISO quality management system

7. Describe the factors that cause quality management systems to fail

8. Understand the different ways that you as an employee can affect quality

9. Use the material presented to develop a quality-centered approach to your role

10. Identify the role of the quality management system and the
interdependencies within your organization required to make it function

Module 3 – Creating Value in the Workplace

Outcomes:

At the completion of this module you will be able to:

Relate to and describe:

1. Create value by removing “waste”

2. Classify work operations

3. “Flow” the business operation

4. Carry out the steps to create work flow and customer satisfaction

1. Identify the work operations

2. Develop the Process Flow Diagram (PFD)

3. Construct Flow Diagram

4. Value Stream Mapping

5. Defining the Work Activity Families
6. Standardising Work
Module 4 – Business Software

Outcomes:

At the completion of this module you will be able to:

Relate to and describe the concepts of business software applications:

1. An integrated system – the ERP (Enterprise Relationship Process)

2. Examples of software managed business processes

3. The impact of e-business and e- commerce

Module 5 – The Supply Chain

Outcomes:

At the completion of this module you will be able to:

Discuss what the concept of a Supply Chain is and describe the key relationships between supplier and customer.

Contact Details

Contact Person: 

Julius Matose
Contact: Imsimbi Training
Course Details

Course Duration: 

2 days

Cost: 

R5,390 Excl VAT

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