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.

COURSE CONTENT:

 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: 

Julius
Course Details

Unit Standard: 

10052

NQF Level: 

Level 5

Credits: 

6

Course Delivery Method: 

E-learning E-learning

Blended Blended

In Class In Class

Presented Presented Courses

In House In-House

Course Duration: 

2 Days

Cost: 

On Inquiry

Course fee Includes: 

Training materials 8-9 July,16-17 Sept, 15-16 Nov 2021 dates (online & in class)

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