Delivery Service Excellence

Status Of The Programme:

ACTIVE - Blended Learning

Please note that you have to register an account before you can apply for this programme.

Purpose of the Programme:

This programme has been designed for learners who deal with the internal and external customers, intermediaries, call centers, walk in service centers, enquiries counters and learners who communicate with customers either telephonically or face to face.

► ONLY : R665.22 (Excl. VAT) per delegate for Online Blended Learning

► ONLY : R1 400.00 (Excl. VAT) per delegate for onsite group bookings (minimum 10 delegates)

Program Outcomes:

Program Outcomes	Level	Credits
On completion of this programme learners will be able to: • Explain the principles of impressive customer service in the context of a specific industry and organisation. • Apply knowledge of personality styles to respond appropriately to a customer. • Analyse information in order to provide customer service. • Suggest innovative solutions to respond to queries and improve customer service. • Manage the relationship to retain customers.	0	0

Programme Outline:

• Applying the principles of customer service.
• Responding to customers and improving service.
• Analysing customer needs.
• Manage customer relationships.

Learning Assumed to be in Place:

Delegates who wish to enroll on this programme should be competent in Communication at NQF Level 3.

Methodology:

OPTION 1 (Online training via the blended learning approach):

Learning Journey and Duration: Learners will have access to the Learning Management System (LMS) for 30 days and this will include all activities.

OPTION 2 (Group bookings for onsite training – minimum of 10 delegates):

Learning Journey and Duration: 1 Day of classroom training.

Assessment Details: Learners will be formatively assessed by means of activities. All activities will be done on the Learning Management System (LMS) platform.

Certification: Delegates will receive a certificate of attendance after completion of the programme.

Target Group:

• First line / line managers
• Sales managers
• Sales representatives
• Business owners
• Entrepreneurs
• Branch managers
• Administration clerks
• Any person who deals with public customers and internal / external clients
• Call centre personnel