CUSTOMER SERVICE

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CUSTOMER SERVICE

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course detail

R99

current price

The Quality Customer Service training programme target specifically the South Africa cultures in the different regions.

6 Modules

100% eLearning

12 Months

All browsers.

Google + Apple Store Access

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Level 2 

Access for 12 months.

Download instantly on completion.

Secure PAYFAST online payments.

MODULES:

  1. CUSTOMER SERVICE INTRODUCTION
    -INTRODUCTION.
    -WHAT IS A CUSTOMER?
    -INTERNAL AND EXTERNAL CUSTOMERS.
    -EXTERNAL CUSTOMER.
    -INTERNAL CUSTOMERS.
    -CUSTOMER CHAIN.
    -SELF EVALUATION ON CUSTOMER SERVICE.
    -BASIC PRINCIPALS OF CUSTOMER SERVICE.
    -CUSTOMER SERVICE IMPORTANCE.
    -IMPACT ON YOUR ORGANISZATION.
    -CUSTOMER SERVICE NEEDS.
    -ANNOYING HABITS TO AVOID.
    -CONFIDENTIALITY.
    -PERSONAL PRESENTATION.
  2. DEALING WITH CUSTOMERS
    -DEALING WITH CUSTOMERS.
    -BEHAVIOUR
    -GREETING THE CUSTOMER.
    ASSISTING CUSTOMERS OVER LANGUAGE BARRIERS.
    -CUSTOMER EXPECTATIONS.
    -CUSTOMERS EXPECT SOLID INFORMATION.
    -CUSTOMERS EXPECT OPTIONS.
    -CUSTOMERS EXPECT SINGLE SOURCE SERVICE.
    -BODY LANGUAGE.
    -DETECTING IF SOMEONE IS LYING.
    -EFFECTIVE COMMUNICATION.
    -THE 10 COMMANDMENTS OF CUSTOMER SERVICE.
  3. CUSTOMER PROFILES
    -RANGE OF CUSTOMERS.
    -RANGE OF COMPLAINTS.
    -DEALING WITH CUSTOMER COMPLAINTS.
    -WRITTEN COMPLAINTS.4. UNDERSTANDING CULTURAL DIFFERENCES.
    -FOREIGN CULTURES.
    -VERBAL AND NON-VERBAL COMMUNICATION WITH CUSTOMERS.
    -INTERACTION WITH CUSTOMERS USING APPROPRIATE COMMUNICATION.
  4. SOUTH AFRICAN CULTURAL GROUPS
    -NON-VERBAL AND VERBAL ELEMENTS.
    -CULTURE AND CUSTOMS.
    -INTERNATIONAL TOURIST GROUPS.
    -PREVENTING CULTURAL MISUNDERSTANDINGS.
    -LEARNING TO VALUE CULTURAL DIFFERENCES.
    -DEFINITION OF CULTURE.
    -PROBLEMS WITH DIFFERENT CULTURES WORKING TOUGHER.
    -HOW TO IMPROVE MULTI-CULTURAL COMMUNICATIONS.
  5. SOUTH AFRICA’S 9 PROVINCES
    -DIFFERENT LANGUAGES
    -THE PEOPLE AND LANGUAGES.
    -SOUTH AFRICA’S OFFICIAL LANGUAGES.