Achieving Customer Satisfaction

Customer service training is a vital part of any business and can ultimately be what either makes the business a success or marks it as a failure. Frustrated or unhappy consumers can have a negative impact on your business operations.

This course is designed for delegates to become more professional and effective in the way they handle both face to face and telephone service when dealing with internal and external customers.

99 students enrolled

The purpose of this unit standard is to encompass the skills needed to monitor the level of service between an organisation and its customers, both internal and external. This course is intended for junior managers of organisations.

The qualifying learner is capable of:

  • Identifying internal and external customers, where applicable.
  • Explaining standards of customer service expected by the organisation.
  • Measuring customer satisfaction on an ongoing basis.
  • Recommending corrective action.
  • Defining a problem.
  • Investigating the problem.
  • Generating problem solutions.
  • Implementing problem solution.
  • Evaluating the effectiveness of the solution.

Session 1 242829

1
Lesson 1_Customer Satisfaction
4:01

Please download the Learner Guide, before starting this course.

2
Lesson 2_Benefits of Customer Satisfaction
3:18
3
Lesson 3_Quality Service
5:53
4
Lesson 4_The 4P’s
5:09
5
Lesson 5_The Quality Staircase
3:44
6
Lesson 6_The Quality Service Connector
3:47
7
Assessment 1: Customer Satisfaction
5 questions

Session 2 242817

1
Lesson 7_SWOT Analysis
4:40
2
Lesson 8_Problem Solving
4:37
3
Lesson 9_Service Recovery
5:54
4
Lesson 10_Steps in Problem Solving
6:27
5
Lesson 11_Problem Solving Tools
5:45
6
Assessment 2: Problem Solving
5 questions

ASSESSMENT

1
Formative Assessment: Problem Solving
2
Summative Assessment: Problem Solving
Yes, if you decide to complete the entire course in Generic Management, this is the 6th module within the qualification.
Please send the instructor of this course an email with your question or query, and he/she will get back to you as soon as possible. You can reach the instructor, by sending an email to este@sacampus.co.za

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