Customer Care

The vital knowledge and skills contained in this course will enable you to take leadership in customer care, dealing with it as if it were your own management function. The focus being on managing customer care in the immediate work environment and direct customer engagement.

If you are interested in this programme, simply complete the short form below.

LEARNING OUTCOMES

By the end of the programme, participants should be able to:

  • Demonstrate an understanding of him/herself as a leader in an organisation
  • Apply the four functions of management, namely planning, organising, activation and control from a customer care perspective
  • Demonstrate proficiency by selecting and applying strategies to advance communication in the workplace from a customer care perspective

PROGRAMME OUTLINE

  1. Self-knowledge
    • Self-knowledge
    • Temperaments
    • Strengths & weaknesses
  2. General management
    • An introduction to the four functions of management, namely planning, organising, activation and control
    • Roles and responsibilities of managers at the different levels in an organisation
  3. Communication in the workplace
    • Interpersonal skills and relations
    • Working with teams
    • Office etiquette and discipline
    • Effective communication and barriers to communication
    • Do’s and don’ts of effective communication
  4.  Customer service
    • The customer service improvement process
    • Diversity and customer care
    • Dealing with conflict in customer care environment
    • Trend identification to enhance service delivery

Additional information

Requirement

Credits
NQF Level