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Customer Service and Frontline

Customer Service Excellence

Lesson 1: Understanding Customer Service
• Topic 1A: Describe Customer Service
• Topic 1B: Identify Customer Expectations
• Topic 1C: Commit Yourself to Providing Excellent Customer Service

Lesson 2: Focusing on the Customer
• Topic 2A: Create a Positive First Impression
• Topic 2B: Identify and Help Meet the Customer’s Needs
• Topic 2C: Create a Positive Last Impression

Customer Service Excellence

Learning Programme overall purpose: To provide learners with the required skills to apply the basic skills of customer service
People learning towards this Unit Standard are expected to be competent in: • Hold a GETC or equivalent qualification
• Numeracy and literacy at NQF level 1 or equivalent
• Be competent in communication
Learning Outcomes: At the end of this Workshop, the learner will be able to:
Explain and understand the definition of customer service
Engage in an interaction with a customer or colleague

Management and Leadership for Office Administrators

COURSE OVERVIEW

Office administrators need to manage their workloads and take the lead to balance efficiency and effectiveness in the workplace.

This two-day course is based on the principles of growth and development to ensure that office administrators grab the opportunities at their disposal to create a work environment through building success. This course covers a variety of areas critical to understand how office professionals can apply a combination of leadership and management skills in the workplace towards career advancement.

Telephone Skills

The telephone is often the first point of contact people will have with your organisation, and it is vital that you create and sustain the right business image and impression. This course has been developed to give you the necessary tools and technical skills to make a positive impression and to skilfully manage a range of behaviours when using the telephone.

Who should attend this course?
Administration, support or frontline personnel required to engage with internal and external customers over the telephone – when receiving or making a call.

Professionalism in the Workplace

We all need to behave in a professional manner in the workplace. This workshop focuses on knowledge, skills, values and attitudes in relation to the learner’s own context and experience of the world of work.

Who should attend this course?
This learning course is intended for all members of staff, in particular: secretaries, receptionists, team leaders and managers.

Recruitment & Selection Training

Course Overview

Behaviour Interviewing is a very reliable and valid candidate selection technique. While we all may say that past behaviour is the best indicator of future behaviour, we don’t act as if we believe this when we are interviewing candidates—often because we aren’t certain how to ask questions that will tell us about past performance.

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