Duration: 2 days
Unit Standard (ID: 118028, LEVEL 4 and 8 credits): Supervise Customer Service Standards.
Summary: Course Content
Research by Salesforce of 6700 consumers established that 84% of respondents wants to be treated as persons and not as numbers.
This course addresses the components of a customer centric approach which is based on the theory that the value chain begins with the customer and not the product.
From a design perspective, this course is based on customer profiles and a differentiation strategy. It includes: branding, touch-point analysis, prioritisation and standard setting.
From an implementation perspective, this course includes: value chain analysis, single customer view and an introduction to control charts and analytics.
This course is all about improving customer centricity. It is logical therefore that learners are required in their assignments, to analyse the customer profile, to identify and set standards for critical customer touch points and finally to measure, evaluate and improve the standard. Charts supporting the trend in terms of service standards must be included.