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

Classroom-based

Available online

1-day

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:

Multiple choice questions (x25)

Pass mark 70%

Learners have unlimited attempts

A certificate issued upon passing the assessment

31 Princess of Wales Terrace

Parktown

Johannesburg

2193

GPS : -26.1779738, 28.0464528

CONTACT: Mr Bradley Aigner

EMAIL: bradley@thirdstream.co.za

TELEPHONE: 082 600 8401

145 Prince Road

Durban

4091

GPS : -29.8670195, 31.0412389

CONTACT: Ms Raylene Eksteen

EMAIL: raylene@thirdstream.co.za

TELEPHONE: 031 275 0410