Customer Care Management
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
Unit standard : Implement a generic communication strategy
Unit standard : Monitor handling of customers by frontline customer service
Unit standard : Manage customer requirements and needs and implement action plans
Unit standard : Identify and manage areas of customer service impact
Unit standard : Monitor customer satisfaction
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.
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