Customer Service Excellence for Managers ISO aligned – 2 Days
This course is accredited by the Services Seta and material covers unit standard 10052 at NQF level 5 and is worth 6 credits.
This course is endorsed by DQS an internationally accredited certification body. The course is closely aligned to the ISO / TS 10004 (Customer Service Excellence standard). The course focuses on the ISO quality standards and the ISO Customer Service Excellence standards.
2 Day course
Understanding customer needs and wants, delivering on time, charging a fair price and a quality product or service are the key drivers of a successful business. Consumer research shows that consumers rarely buy on lowest cost alone; they also want the service or product when promised, at the right quality, with a clear indication that the product / service will be backed-up by a guarantee that the business will fix any problems or issues promptly if the product / service doesn’t perform to their expectations.
This two day workshop shows you the steps you need to take to run a successful customer facing and quality driven business. This course is directed toward Customer Service Excellence Professionals, those individuals who are custodians of the organisations’ customer service excellence and quality standards.
Module 1 – Quality Management – Customer Service
Module 2 – Quality Management – Customer Service
Module 3 – Creating Value in the Workplace
Module 4 – Business Software
Module 5 – The Supply Chain
At the completion of this module you will be able to:
Discuss what the concept of a Supply Chain is and describe the key relationships between supplier and customer. State the objectives of a supply chain in terms of:
Module 6 – Use Basic Quality Tools
Module 7 – Customer Surveys
Module 8 – Supplier Relationships & Outsourcing
This training programme is endorsed by DQS South Africa and is an essential component of the DQS Customer Service Excellence assurance programme.