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Skills Course

Customer Service Skills

Good customer service is important for any organisation. It determines the level of stakeholder satisfaction, how the organisation rates against competitors, the likelihood of survival and what the public image is. Internal customer service is often neglected. Good internal customer service improves employee morale, productivity, employee retention, external customer service and ultimately, organisational efficiency.

Individual & group bookings
Available online

The course has five (5) modules including a “Test your knowledge” assessment at the end of each module:

Module 1: What is customer service?
Module 2: The essential elements of customer service
Module 3: Guidelines for internal customer service
Module 4: Communication in customer service
Module 5: Benefits of good customer service

At the end of this course learners will have a better understanding of:

The importance of customer service

Internal and external customers
How to implement a customer service strategy
How to demonstrate confidence and skill as a problem solver
Techniques to deal with difficult customers
 How to identify ways in which to add value to customer relationships

The course has been designed especially for individuals who deal with internal or external customers.

The course includes a final assessment test as follows:

Creative design·

Multiple choice questions (x25)

Creative design

Pass mark 70%

Creative design

Learners have unlimited attempts

Creative design
A certificate issued upon passing the assessment

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