Customer Service Training Course

 

Customer Service

Customer Service Course Outline

Prerequisites: NQF Level 3 numeracy and literacy skills

NQF Level: 4

Course Dates : Contact us for Dates

Other Locations : Contact us for dates in other locations

Distance Learning : Please note that we offer distance learning. Please contact us for details

 
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Lesson 1: Internal and external customers

  • Supply chain
  • Systems theory
  • Open and closed systems
  • Flow through a system
  • Feedback
  • Inputs, Processes, Outputs
  • Business systems and the business process
  • What is a customer?
  • Internal customers
  • Interaction with other departments
  • Suppliers
  • External customers
  • Immediate and remote customers
  • Identify Key Customers

Lesson 2: Standards of Customer Service

  • What Is Customer Service?
  • Customer Service Policy
  • Customer Service Standards
  • Key performance areas
  • How To “Wow” The Customer
  • The Value-Adding Pipeline
  • Attract, Maintain & Retain A Customer
  • Synergy
  • What Is Interaction?
  • The Mystery Customer
  • The Way You Promote Image

Lesson 3: Measure Customer Satisfaction

  • Manage customer satisfaction
  • Who Is Responsible For Customer Satisfaction?
  • Developing A Customer Service Strategy
  • Identify customer service needs
  • Define customer service objectives
  • Setting priorities for customer service
  • The Customer Service Model
  • Explore and describe the solutions that will work
  • Follow-up to ensure customer satisfaction
  • Effective Customer Service Matrix
  • Customer Service Audit
  • Identify possible solutions
  • Establish customer service levels

Lesson 4: Corrective Action

  • Ten commandments of superior customer service relationships
  • Levels Of Customer Contact
  • Satisfied and Loyal Customers
  • Steps To Earning Customer Loyalty
  • Complaints
  • Make recommendations to management
  • Continuous Improvement Checklist

Unit Standard Alignment:

  • US 242829, Monitor the level of service to a range of customers, NQF 4, 5 credits

Articulation:

Credits obtained during this skills programme will contribute towards qualification 57712, FETC: Generic Management, LP 47630, Level 4.

Delivery Method:

The programme is facilitated by a competent subject matter specialist/s, who utilises the following techniques to ensure that the session is practical and experiential: Discussion; Role Plays; Exercises & Case Studies; Simulations, Videos/DVDs; and learner assessment.

Language of delivery:

English

Certification:

  • Upon completion, the learner will receive a Turnstone Certificate of Attendance.
  • Upon verified Competence, the learner will receive a Certificate of Competence from Turnstone and Services SETA.

Accreditation and Registration:
Services SETA: 6465