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| Based on SAQA's Unit Standard ID 7836 NQF Level 4, 3 Credits |
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Excellence in customer service doesn't come
about accidentally. It needs to be carefully
defined, planned and managed. The trick
isn't announcing that your company delivers
excellent service – it is actually delivering it,
day in and day out, across all the interactions
you have with those that support you –
internally and externally.
Excellent customer service has its roots in
specific communication, interpersonal and
leadership skills which have been proven to
work time and again in real customer
situations. By attending this course you will
learn to use them properly and you will learn
the secrets that drive many of the service
leaders in today's marketplace.
Course Objectives
- Understand your company's standards
- Build your knowledge of company
products and services and their features
and benefits
- Understand the importance of obtaining
customer feedback
- Keep track of what your customers and
staff think of your service
- Master interpersonal skills
- Improve your telephone skills
- Monitor staff-customer relations
- Understand the importance of evaluating
and dealing with customer complaints
- Establish rapport with customers and
maintain a professional relationship
- Identify customer requirements
- Rectify complaints
- Identify ways to improve complaint
handling procedures and increase
customer satisfaction
Course Designed For
All staff providing a customer service role to
internal and external customers
Course Outline
Know your company
- The importance of understanding your
company's standards
- Understanding the products and services
your company supplies to the market
- Promoting the features and benefits of
your products and services
Getting feedback from your customers
- Understanding the concept of customer
service
- The importance of obtaining customer
feedback
- Keeping track of what your customers
and staff think of your service
Interpersonal skills
- Communicating with your customers
- Applying active listening
- Delivering on your promises
- Consistently delivering terrific service on
the telephone
- Providing online customer service
Building better customer relationships
- Identifying methods to monitor staffcustomer
relations
- Evaluating and dealing with customer
complaints
- Establishing rapport with customers and
maintaining a professional relationship
- Identifying customer requirements and
how best to deal with them
- Rectifying complaints
- Identifying ways to improve complaints
handling procedures and
increase customer satisfaction
Course duration
Two days
Dates
18 - 19 January (Johannesburg)
25 - 26 January (Pretoria)
13 - 14 February (Cape Town)
22 - 23 March (Pretoria)
19 - 20 April (Durban)
25 - 26 April (Johannesburg)
11 - 12 June (Cape Town)
19 - 20 July (Pretoria)
20 - 21 August (Johannesburg)
23 - 24 August (Durban)
6 - 7 September (Cape Town)
26 - 27 September (Pretoria)
1 - 2 November (Johannesburg)
8 - 9 November (Pretoria)
8 - 9 November (Cape Town)
Investment
R3750.00 excl VAT
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