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Event Marketing by Constant Contact

Interact with Customers

Interact with Customers

US 114903 NQF LEVEL: 2 CREDITS: 8 NOTIONAL HOURS: 80 

This course is aligned to unit standard 114903 at NQF level 2 worth 8 credits.

Duration

3 or 4 Days

This workshop is presented as both a public and an in-house workshop.

Introduction

This unit standard is intended for new entrants in Wholesale and Retail who interact with either internal or external customers. Persons credited with this standard function under general supervision and carry out established and familiar procedures in familiar environments. 

These persons are able to present a positive image to customers, respond to general customer enquiries in a friendly and pro-active manner, and provide basic information about the location and the price of products stocked in a wholesale or retail outlet. This person who is declared competent on this unit standard will not be required to deal with customer complaints. 

Course Content

Specific Outcome 1: Identify the standards for customer service.

1.    The manner in which a positive image is promoted to customers is explained as it applies to wholesale and retail 

2.    The policy on customer service is described in terms of the organisation. 

3.    Customer service standards in respect of own job is explained according to the requirements of the organisation. 

Specific Outcome 2: Present a positive image to customer.

1.    Personal appearance is checked if it is consistent with organisation's specific guidelines. 

2.    Customers are acknowledged and greeted according to organisational requirements. 

3.    The work area, stationery and equipment are checked if they meet the housekeeping standards. 

Specific Outcome 3: Respond to customer enquiries in a positive manner.

1.    Customers are approached in a pro-active manner according to the organisation's procedures 

2.    Special needs of customers are understood in relation to the assistance that can be offered 

3.    The customer's query is clearly understood and responded to according to organisational policy

4.    Customer is communicated with, in a manner that enhances the image of wholesale and retail 

5.    Customers are advised of the need to escalate the enquiry in a manner that satisfies both parties 

 

SESSION

TIME

SECTION

LEARNING OUTCOME

 

 

Identify the standards for customer service

Day 1

08h00-10h00

Introductions

What is Customer Service?

The models of customer service applied to a given work area

Why is Customer service important to organisations and our customers?

Session 1

Day 1

10h15-12h30

Identify the standards for customer service

Session 2

Consequences of poor customer service to the organisation and employee

Types of customers in an organisation

Day 1

13h00-16h30

Identify the standards for customer service

Session 3

Customer service policy

Customer service standards for staff members

Day 2

08h00-09h00

Present a positive image to customer

Session 1

Understanding core principles and their role in promoting company image.

The importance of core principles in enhancing company image

Maintaining a good personal appearance in the lounge

Day 2

10h15-12h30

Present a positive image to customer

Approaching customers in a proactive manner

Reception steps –card 1

Offering services and checking for customer satisfaction-

Housekeeping own work area and the organisation

Session 2

Day 2

13h00-16h30

Present a positive image to customer

Ways of communicating with customers

Communication barriers and solutions

Importance of communication when responding to enquiries and enhancing the image of own organisations

Session 3

Day 3

08h00-09h00

Respond to customer enquiries in a positive manner

Identifying customer needs during an enquiry

Types of customer needs

Role of listening and questioning when handling enquiries and complaints

Session 1

Day 3

10h15-12h30

Respond to customer enquiries in a positive manner

Responding to a customer enquiry

Escalating customer enquiries to other parties

Handling customer complaints and queries

Critical points when dealing with customer queries

Session 2

Day 3

13h00-16h30

Working as a team at Bidvest Lounge

Video recorded role plays and 360 feedback

Assessment briefing

Session 3

Day 4

08h00-09h00

Completion of formative assessments ( SO 1)

Day 4

10h15-12h30

Completion of formative assessments ( SO 2)

Day 4

13h00-16h30

Completion of formative assessments ( SO 3)

Who should attend?

  • Sales Representatives
  • Sales Supervisors
  • Customer Service Representatives

Training Methodology

Our workshops are presented in a fun, interactive way and we also make use of short video clips, group exercises and role plays.

Learning Resources

Delegates receive comprehensive workbooks which include learning resources, templates and skills practices.

For further details please contact our Sales Manager

Workinfo.com is an Accredited Training Provider with Services Seta, number 2333. Workinfo.com is a Level 4 Contributor BBBEE company.

In-house training at discounted rates for groups can be provided where 6 or more learners are interested in attending. Training can be customised to suit the clients requirements.  

The training course can be offered in all centres throughout South Africa.

 

Last modified onThursday, 23 July 2015 10:32
Gary Watkins

Gary Watkins

Managing Director

BA LLB

C: +27 82 416 7712

T: +27 11 462 0982

F: +27 86 689 7862

Website: www.workinfo.com
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