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Quality and Customer Service
This course is accredited by the Services Seta and material covers unit standards 10052 at NQF level 5 worth 6 credits.
Quality Management Definitions
Ten Dimensions of Service Quality
Why do you work?
Why is customer service important?
The DISC Approach
Listening to customers’ complaints
Customer Relationship Management
Dealing with difficult customers
Be a problem solver
The seven steps to customer problem solving
Re-inforce the standards
Responding to abusive callers