Customer Service Excellence

‘The customer is king’ may be an old cliché yet it is still widely used when dealing with customer service excellence.  Without the customer, there is no business, hence, for any business to succeed it needs to develop a customer service excellence culture that takes a serious approach towards achieving and maintaining high levels of customer satisfaction and whereby measures are in place to consistently monitor and strive to improve customer service levels on an ongoing basis. The material outlined in this course will help you develop the skills you need to effectively improve your understanding of the importance of the customer or client to the success of any business.  You will learn how to monitor customer service levels between an organization and its customers, both internal and external and take remedial steps towards improving customer service levels where necessary.

Course duration

2 days

‘The customer is king’ – make your business his kingdom when you learn how to:

• Identify internal and external customers.
• Measure customer satisfaction on an ongoing basis.
• Recommend corrective action where necessary.
• Understand and describe the levels of customer service expected by the organization.
• Understand and describe the importance of the customer/client to the organization.
• Know your customer.
• Build a customer service centre of excellence.
• Monitor customer service levels between the organization and its customers/clients.

Some Testimonials

“I have learnt the necessary steps to follow when dealing with customers/clients” Dayanee

“I have learned a lot when it comes to manner of approach when it comes to dealing with customers (members/providers), how my attitude can determine my work. This was a great eye opener as to first listening before responding as I had issues with that.” Poppy

“Improved Understanding of providing service to the clients, improved my communication skills, how to handle different situations and not take things personally. I managed to do a lot of self evaluation. ” Noluthando

Benefits of attending:  Customer service excellence course

Upon successful completion of this course you will have gotten to know your customer on many levels and become adept at:

• Identifying internal and external customers in the ‘supply chain’ including internal and external suppliers and customers, contractors, service providers, consultants and sales team members.
• Understanding what is required by the organization in terms of customer service standards and determine key performance areas.
• Understand the importance of maintaining and achieving customer service levels.
• Understanding the consequences of poor service on the goals and objectives of the organization.
• Measure customer satisfaction levels on an ongoing basis with key performance areas in line with organizational standards.
• Provide feedback to team members in line with Standard Operating Procedures.
• Record and evaluate the results of measuring activities involving levels of customer satisfaction and recommend corrective action where necessary.

Who Should Attend:

• Managers aiming to enhance customer relations.
• Frontline staff responsible for customer interactions.
• Team leaders striving for improved customer service performance.
• Small business owners focusing on client satisfaction.
• Sales professionals aiming for client-centric approaches.
• Customer service representatives seeking skill enhancement.
• Anyone involved in delivering exceptional customer experiences.
• Individuals interested in organizational success through customer satisfaction.
• Professionals in sectors where customer relations impact business outcomes.
• Those aligned with Unit Standard 242829: Monitor the level of service to a range of customers.

This Unit Standard course is aligned to Unit Standard 242829:  Monitor the level of service to a range of customers    

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