Customer Service Excellence (Level 3)
About This Course
LU1: Organisation Product or Service Offerings
- To enhance knowledge of organization's product or service offerings and customer profile
- To identify different methods to establish customer rapport
LU2: Monitoring Service Excellence
- To apply techniques to monitor individual progress for service excellence.
LU3: Service Delivery Gaps and Corrective Actions
- To analyse gaps between the team’s service performance and organisation’s service standards and to identify key areas for service improvement
- To analyse service performance levels and implement corrective actions to improve service delivery gaps
LU4: Development of Coaching Plan
- To develop coaching plans to address customer service gaps
- To apply coaching techniques to address service performance issues
What You'll Learn
Entry Requirements
• Be above 18 years of age to 55 years of age
• Have an understanding of the organisation’s product and service offering
• Have an understanding of the organisation’s structure, standard operating procedures and guidelines on a relevant area of work.
• Be able to listen, read, speak and write English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification Literacy Level 4.