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

 Quality Management Definitions

 Ten Dimensions of Service Quality

 Why do you work?

 Why is customer service important?

 The DISC Approach

 Product differentiation

 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

 Questioning Techniques

 Listening Skills

 Transactional Analysis

 Telephone etiquette

 Responding to abusive callers

 Self Confidence

 Exceeding Expectations

Contact Details

Contact Person: 

Contact: Imsimbi Training
Course Details

Course Duration: 

2 Days


R5,390 Excl. VAT

Course fee Includes: 

Training Materials