Customer Service Excellence - a5ce.co.za

1 Customer Service Excellence Unit Standard 119676, NQF Level 4, 4 Credits 0861 111 379. Customer Service Excellence will be understood, explained and practically applied. Communication and interaction with the Customer will be demonstrated Internal and external customers will be identified Expected Customer Service standards will be explained Measuring Customer satisfaction on an on-going basis Principles of Customer Service Customer Service Theories Customer Service Guidelines Pro-active Customer Engagement Unacceptable Customer Service The Implications The consequences of Noncompliance Critical Behaviour and Customer Service issues Excellent Customer Service Customer Service Guidelines Personality Styles Handling Difficult Calls Working with Information Customer Needs The Consequences Innovative Solutions Ownership Improvement to Customer Service Exceeding Customer Expectations Client Relationships Media Reasons why an

2 Organisation Attempts to retain customers Visual Aids Customer Loyalty Projector How to Retain Customers Whiteboard/Flipchart The Cost Implications Assessment Methods Portfolio of Evidence Written Exercises Group Work Role Plays Observation Assessment Methods Facilitation Written Exercises Role Plays Groupwork Practical Application If you don't have the time to plan, do you have the time to waste? - Peter Turla