Short Courses

Customer Care

Duration: 3 Days
Max. Participants: 12
Facilitators: 1
NQF Level: 4

Unit Standards:

Unit Standard Nr:
Unit Standard:
Credits:
110082
Understand the impact of customer service in a business
6
12540
Apply basic customer care
7
7789
Provide Customer Service
8
10054
Identify and manage areas of customer service impact
6

About the programme:

The customer care programme is designed to give participants the necessary knowledge and skills in order to support a culture of service excellence within your organisation. A learner assessed as competent against this unit standard will be able to deal effectively with customers in ways that encourage good client relationships. Each person operating in a service industry must treat customers with respect, giving the best possible service. This includes all aspects of maintaining customer care and dealing with complaints and incidents.

The workshop outcome:

On completion of the programme participants will be able to render service excellence in the workplace by being competent in the above mentioned unit standards.

Specific outcomes of the workshop content:

Participants will achieve the workshop outcome by being able to:

  1. Explain the relationship between the business and the customer
  2. Define and provide customer satisfaction
  3. Demonstrate the ability to effectively handle problems that would lead to customer dissatisfaction
  4. Display acceptable behaviour when interacting with customers
  5. Communicate with customers in an appropriate manner
  6. Identify customer needs and direct them to appropriate services and products
  7. Care for customers with special needs
  8. Demonstrates knowledge and understanding
  9. Demonstrated ability to make decisions about practice and to act accordingly
  10. Demonstrated ability to learn from our actions and to adapt performance
  11. Identify "touch points" of customers
  12. Determine solutions in areas of customer care
  13. Action changes or improves areas of customer service

Training methodology:

The methodology is based on interactive learning, i.e. learners will learn by doing. Furthermore learners will use examples from their own organisations, thus ensuring that the learning is anchored at their workplace. Theory will be firmly based on the practical application of concepts in reality.

Role-plays and case studies will help learners to practice skills related to the unit standard. Practical implementation of skills will be a focus point. Assessment will also be done related to his or her own work environment to ensure transfer of learning.

As with all DCT training programmes, we strive to effect actual change back at the workplace through effective and practical outcomes based training.

© 2003 DCT Consulting (Pty) Ltd: 2001/013615/07

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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