Customer Service

COURSE CONTENT

1. Importance of the Customer
1.1            Customer as a source of revenue
1.2            The Impact on the Organisation
1.3            Customer satisfaction and company profitability
1.4            Annoying Habits
1.5            Anticipating Guest Needs
1.6            Maintaining good customer care
1.7            Confidentiality of Company and Guest Information
1.8            Personal Presentation and development

2. Communication

3. Customer service
3.1            Greeting of clients
3.2            Promoting facilities and services
3.3            Client Expectations
3.4            Client reaction to poor customer service
3.5            Improving customer care
3.6            Effective Communication
3.7            Range of Clients

4. Customer Complaints
4.1            Advantages of Complaints/Customer feedback
4.2            Methods of dealing with customer related issues
4.3            Range of customer complaints
4.4            Common client Complaints
4.5            Methods to satisfy irate clients
4.6            Client Complaints Procedure
4.7            Written complaints
4.8            Documenting Complaints
4.9            Complaint Follow Up Action
4.10          Do’s and Don’ts of customer complaints
4.11          Complaints practices
4.12          Requirements for Superior Client Care

5. Referral of Customers/Customer Complaints

COURSE DURATION
1 day (can be combined with telephone etiquette in a 2 day course)

FOR REGISTRATION
The course is aligned with unit standard 246740 – “Care for customers”

WHAT’S NEXT?
Please Contact Elaine Jansen Van Rensburg for any queries about above mentioned training.
Tel: 015 491 8225
Cell: 082 975 6095
Email: md@compassacademy.co.za

Contact us
Tel: 015 491 8225
Fax: 086 546 5520
Email: md@compassacademy.co.za