Short Courses

Customer Care Management

Duration: 3-days
Max. Participants: 16
Facilitators: 1
NQF Level: 5
Applicable registered Unit standards:
  • Develop, implement and manage a project/activity plan
  • Implement a generic communication strategy
  • Monitor handling of customers by frontline customer service
  • Manage customer requirements and needs and implement action plans
  • Identify and manage areas of customer service impact
  • Monitor customer satisfaction

About the programme:

The customer care management programme is designed to give participants the necessary knowledge and skills to manage a culture of ‘customer service excellence’ within the organisation.

The workshop outcome:

To establish exceptional customer care through effective and efficient customer care management.

Specific outcomes of the workshop content:

Specific outcomes are taken from unit standards registered on the NQF to ensure that learners can acquire credits towards full qualifications. These specific outcomes can be added to, to address specific organisational needs.

Unit standard : Develop, implement and manage a project/activity plan

  • Evaluate proposals and select preferred option
  • Conceptualise plan
  • Delegate tasks
  • Track project

Unit standard : Implement a generic communication strategy

  • Identify and explain a generic communications model
  • Analyse, interpret and implement a generic communication strategy

Unit standard : Monitor handling of customers by frontline customer service

  • Monitor interaction between customer service providers and the customer
  • Monitor customer satisfaction
  • Monitor key performance areas

Unit standard : Manage customer requirements and needs and implement action plans

  • Listen to and interpret customer needs
  • Describe action plan
  • Implement action plan to meet customer needs
  • Track and measure the action plan to its completion

Unit standard : Identify and manage areas of customer service impact

  • Identify “touch points” of customers
  • Determine solutions in areas of customer service
  • Action change or improve areas of customer service

Unit standard : Monitor customer satisfaction

  • Describe ways to obtain customer feedback
  • Describe products and services provided
  • Identify customer requirements

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

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