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Programme Name |
World Class Service |
| Outcome |
- Be able to interact more effectively when coming into contact with the customer.
- Understand the importance of the customer and what the customer brings to the organisation.
- Be able to identify moments of truth in relation to customer contact and develop methods or processes to improve the contact.
- Develop the ability to defuse conflict situations and handle the irate customer.
- Be more effective during telephone conversations.
|
| NQF Certification |
Our programmes are with in the National Qualifications framework and our recognised certificates are an incremental step towards a national diploma. The credits available are worked on the course outcome. |
| NQF Level |
Level 5 |
| Credits |
6 |
| CONTENT |
Module No. |
Module Title |
Assessment Process |
1 |
Leadership & Communication Basics
Be able to discuss and explain each element and Leadership Theory. With reference to the Leadership Model and communication Process Diagram, so all questions can be answered factually correct, and in your own words |
- Questionnaire / Written / Verbal
|
2 |
Sense of Service To understand Concepts and Definitions of Customer Service |
|
3 |
The Customer Customer Expectations and Needs |
- Practical Work
- Assignment
|
4 |
Gathering Information
Be able to gather information and establish the true facts about an incident or unclear situations.
- In any situation using pertinent questions
- Who?
- What?
- Where?
- When?
- Why?
- How?
And observations of all the visual, vocal and verbal clues.To achieve common understanding.Test mutual understanding of Message (Information, Intention, Ideas & feelings). And comply to the standards of Rating Chart. |
- Practical role plays and comply to rating chart and complete questionnaires
- Observation exercise
|
5
|
Personal Service
Be able to set service priorities at own job level |
|
6 |
Personal & Professional Skills
Understanding how image & moods effect communication |
|
7 |
Express Intentions Assertively
Be able to express you viewpoint, needs and wants assertively.In a situation where you feel strongly about an issue.Assertive behaviour (through message and methods) to be demonstrated at all times. |
- Role play
- Group presentation
- Assessed according to message & method guidelines
|
8 |
Front Line Service Understanding Interpersonal Skills.
Managing Complaints and compliments |
|
9 |
- Conflict Mode & Body Language
- Identifying individuals conflict profile
- Body Language and zones
|
- Assessment form & questionnaire
|
10 |
Implementation
- Developing Action Plans for Continuity.
|
|
| Purpose |
This programme is designed to help participants understand the importance of Service Excellence, and their role in providing excellent customer service. During the programme participants will also learn to understand customer wants and needs and develop the skills to build better relationships. |
| Assessment requirements: |
Pre-course Assessment for identity of specific needs of the learner and the organisation. |
| Accreditation requirements: |
None at present |
Style of learning and training
|
- Action Learning (classroom)
- Group Discussions
- Practical Work
- Assignment Work (Moments of truth)
- Instructor Comments
|
| Assessment methods |
Moments of truth assignment |
| Relevance |
Assessed with relevant organisational and individual needs |
| Integration |
Theory & Practice: Through the process approximately 50% practice – 50% theory.
Critical Cros field outcomes:Improve Interactive skills |
| Language policy |
Be able to speak and read English |
| Learning materials |
Training manuals and reference books |
| Cost per delegate |
R 2 400.00 ( Excl Vat ) |
| Training Venue |
In-house Training Only |
| Number of delegates |
Minimum 8 required |
| Duration |
2 Days |
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