Accredited at the Services SETA
Unit Standard: “Monitor Customer Satisfaction”
Unit Standard ID: 7836
Credits 3 Level 4
WHO SHOULD ATTEND?
This two-day course is suitable for employees dealing with customers:
Frontline Staff, Customer Contact Staff, Client Service Staff, Secretaries, Personal Assistants, Executive Secretaries, Secretarial Support Staff, Clerical Staff and Administrative Staff.
OUTLINE OF TRAINING CONTENT
Customers are the reason most organisations exist. Those interacting with valuable customers make critical business decisions on a daily basis – employees in contact with customers have to direct and assist them, provide information, solve problems, deal with difficult situations and display an image that represents the professionalism of the organisation. Customer service is an art requiring behavioural skills, as well as a science that requires specialised methods, guidelines and techniques that has to be learned and practised in order to be truly effective. Knowing the expectations of customers and the requirements of customer relations, provide job satisfaction and most important, customer satisfaction. Good customer service enhances teamwork, as employees learn to what extent they are dependent on one another to satisfy the customer and how customer satisfaction enhances the reputation of the organisation.
You are the organisation… the service… the image
- Understand the importance of your role in the organisation to create and retain customers
- You don′t get a second chance to make a first impression: Analyse the elements of personal image and professionalism
- Understand that knowledge of the organisation is the tool towards efficient customer service
The focus on the customer
- Define: Who is the customer?
- Determine the value of your customers: For you… and for your organisation
- Determine the impact of service on the customer
Service aimed at quality
- Determine how you can contribute to enhancing your organisation′s competitive advantage
- Learn how excellent companies define and deliver service
- Understand the levels of customer satisfaction
- Learn how to balance personal and technical competencies
- Understand the crucial determination of quality service
The moment of truth: Customer interaction – the process
- Learn that effective communication is the vital link in customer interaction
- Understand the importance of human relations skills
- Learn how to establish rapport during interactions
- Understand the process of interaction with the customer and practise techniques to get one hundred percent cooperation
Customer complaints and continuous improvement
- Learn how to go beyond service towards customer satisfaction
- Learn how to determine customer expectations: What they want and need
- Understand the value of ongoing customer feedback
- Set service targets
- Analyse reasons why customers complain
- Understand the value of customer complaints
- Customer problem solving: Learn how to negotiate win/win solutions
