This module seeks to:
- Provide frontline staff with clear standards and expectations.
- Ensure all customer contact reaches an appropriate conclusion.
- Seek to provide a seamless service for customers.
- Cater for customers needs irrespective of age, gender, physical or financial ability, ethnic origin, race, religion or geographical location.
- Provide a prompt, courteous and knowledgeable response to all customer enquiries.
- Equip staff to provide customers with an excellent standard of service.
- To create an enabling environment for customers to provide feedback easily, through complaints, customer surveys, etc.
- Use customer compliments, comments and complaints to drive improvements to service.
- Improve the speed, quality and consistency of response to enquiries by having information in a format that can be easily accessed.
- Integrate customer care into mainstream service provision.
- Foundations of Service
- Effective Communication
- Total Quality Management
- Teamwork
- Frontline Marketing
- Dealing with Difficult Customers
- Determinants of Service Quality
- Personal Action Plan