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ACCREDITED SKILLS PROGRAMME

Customer Service Skills and How to Conduct a Successful Meeting

Service seta logo
Overview Duration Prerequisites Unit Standards
Overview
Overview

The purpose of this programme is to encompass the skills needed to monitor the level of service between an organisation and its customers, both internal and external. It will assist the learner to be able to identify and solve problems and make decisions when monitoring customer service levels. It will also provide the learner with the ability to work as a member of a team through providing feedback on key performance areas. The learner will be able to organise activities by planning and executing a review of customer service levels.

The programme is also designed to raise moral standards as a counter to potential or real corruption within a work environment. The focus is on ethics and does not include corporate governance. The programme also focuses on the importance of complying to the code of conduct of an organisation. It demonstrates an understanding of the world as a set of related systems, by explaining the consequences of non-compliance.

Duration
Duration

This programme is run over 4 days.

Prerequisites
Prerequisites

Learners should be competent in Communication and Mathematical Literacy at NQF Level 3.

Unit Standards
Unit Standards

Monitor the Level of Service to a Range of Customers NQF 4 (5 credits)
(242816)

Learning outcomes:

  • Identify internal and external customers, where applicable.
  • Explain standards of customer service expected by the organization.
  • Measure customer satisfaction on an ongoing basis.
  • Recommend corrective action

Conduct a Structured Meeting NQF 4 (5 credits)
(242815)

Learning outcomes:

  • Prepare for a meeting
  • Conduct a meeting.
  • Demonstrate techniques to deal with differing views during a meeting.
  • Distribute records for a meeting.

Apply the Organisation's Code of Conduct in a Work Environment NQF 4 (5 credits)
(242829)

Learning outcomes:

  • Explain the concept of ethics in relation to the 'moral compass'.
  • Describe the role of a code of conduct in a work environment according to ethical principles.
  • Uphold the code of conduct within the work team.
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Accredited Skills Programmes

Bridging the Gap

Communication and Numeracy

Computer Literacy

Business Administration

Business and Office Administration

Business Etiquette and Ethics

Business Writing Skills

Frontline Reception Etiquette

Planning and Coordinating Business Meetings

Report Writing Skills

ITC Skills

Introduction to Computers

Microsoft PowerPoint

Microsoft Access

Microsoft Excel

Microsoft Outlook

Microsoft Word

Using the Internet

Contact Centre

Call Management

Customer and Sales Techniques

Performance and Coaching

Service Levels and Statistical Data

Supervisory Activities

Team Performance and Safety Awareness in the Workplace

Time and Stress Management

Customer Service

Customer Care

Middle Management

Human Resources Management

Diversity and Conflict Management

New Venture Creation

Create a Business Plan

Finance and Set Up a New Venture

Manage Staff

Research and Viability of a New Venture

Understanding Marketing

Project Management

Supervise a Project Team

Sales

Close a Deal with a Customer

Customer Sales Management

Develop Customer Needs and Relationships

Identify Product Features, Advantages and Benefits to the Customer

Supervisory

Customer Care

Customer Service Skills and How to Conduct a Successful Meeting

Motivation and Leadership

Organisational Standards and Performance Monitoring

Performance Management

Presentation Skills

The Code Of Conduct And Customer Service Standards

Time Management

Work Readiness

Work Readiness

About Us

iLearn is a national learning solutions company that works together with forward-thinking companies to grow their people and their business. We specialise in digital and accredited learning programmes that create continuous and purposeful learning environments within organisations.

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