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