CODE: LCS-102

Pre-requisites/ Input criteria:

• Graduate of any discipline
• Fulfill the pre-requisites of the Assessment Test

Duration: 24 hrs

Course Description: Customer service matters because everybody in every organisation either helps customers directly or helps internal customers who in turn directly serve the paying customers. With this course you will learn

• Defining good customer service
• Roles in customer service
• Advanced listening and responding skills
• Building rapport and relationships with customers
• Customer perception
• Internal Vs External customers
• Dealing with difficult customers
• Handling customer complaints

Subsequent to course completion: You will be able to

• Understand the expectations of their customers
• Know how they impact on customer service
• Have defined non-negotiable and group specific requirements for customer service
• Be able to implement the drivers of customers service in their work environment
• Know how to measure their level of customer service.