This course has been organised into 3 parts: Each part has a corresponding video lecture and associated quizzes. Learners are required to watch the videos, do the readings, and complete the 4 lesson quizzes in order to pass the course. Additional activities, such as forums and projects, are highly encouraged.
Lecture I: Setting the Standard - deals with what customer service really is and the perception of the customer. It also explores customer service standards and the values and ethics that drive customer service policies. You need to complete all required weekly quiz in Module I in order to begin the Module II quiz.
Lecture II: Creating a Good Impression - will follow immediately after Lecture I and will explore dress codes, grooming habits and other moments of truth. we will also discuss ways of creating a positive image for your organisation.
Lecture Ill: Providing Assistance - will follow directly after Lecture ll and focuses on exploring ways to meet and greet the customer, how you acknowledge the customer and also identifying the customer's wants and needs. We will also explore how to address customer queries and complaints to ensure that all parties concerned experience positive Moments of Pleasure. We will also explore some examples of how to deal with difficult customers
This workshop is based on the SAQA-registered unit standard/s
- 114903 – Interact with Customers on NQF Level 2 with 8 credits
- To develop your customer service skills through your interaction with customer during your daily work.
- To investigate ways of providing excellent customer service through the way in which you interact with the customer
Lectures and assignments are organized to achieve these objectives:
- Handling queries and complaints effectively
- Refering customers to internal and external sources to improve service levels
- Assisting fellow workers during busy periods
- Grooming habits and dress codes
- Maintainin a positive corporate image
- Identifying customer needs and wants
- Moments of truth