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Accredited SERVICES SETA Education and Training Provider as per www.serviceseta.org.za
Verhoef  Training

Business Skills :: Customer Service for IT

"Going the extra mile with ICT"

PO Box 2466, Cape Town 8000, South Africa
tel: 0861-102017 • fax: +27 21 856-0042 • e-mail: training@verhoef.co.za
    

 

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Curriculum Description | Curriculum Roadmap | Curriculum Schedule | Course Enrolment
1 day   *   Basic   *   Lecture and Labs

Course Summary:
This workshop is aimed at all employees who deal with customers – internal and external. The employee will learn the importance of customer service, how they benefit from providing excellent service and what is needed to deliver service beyond customer expectations.

Target Audience:
All IT employees

Recommended Prerequisites:
None

Course Objectives:
After completing this workshop, the student should be able to:

  • Identify different characteristics of customers and be able to approach different people with various styles in order to give service beyond the customer’s expectations
  • Describe customer Service Excellence and the Service Challenge, so as to identify the importance of customers receiving excellent customer service
  • Recognise that customer contact people make the difference in meeting and exceeding customer expectations and understand the needs customers have
  • Relate more successfully to your customers on a personal basis, using the key principles of interaction
  • Use the Service Steps and Checks to plan and conduct customer interactions more effectively
  • Handling difficult customers in order to best use opportunities to provide service

    Key Topics:

  • Introduction to Service Excellence
  • Keys to Service
  • The Steps to Service
  • Extraordinary Service Opportunities

    Last modified: 09-Jan-2005

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