Quality and Service Excellence

Quality and Service Excellence

  • CALL CENTRE CUSTOMER SERVICE – 2 DAYS

    0.00$

    The call centre has emerged as an effective platform for serving customers and providing solutions to their problems. This course has been developed to enable call centre agents and other personnel develop proactive skills and empathy for serving the customer. Participants will learn how and why service quality is the key differentiator among service providers.

     

    Programme also available as in-plant. Fee: Negotiable

     

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  • CUSTOMER EXPERIENCE MANAGEMENT – 2 DAYS

    0.00$

    This course is based on the increasing awareness today that the differentiating factor in customer acquisition, retention, growth and profitability is customer experience-that is being able to win customers hearts as well as their minds. Customer experience management aims at equipping delegates with the tools to strategically manage customer interactions at every touch point in their organization, to leave a memorable impression on the customers. Using tools like the voice of the customer and customer value analysis, participants will be able to understand their customers better and offer them services that best meet their needs and optimize the end-to-end total experience.

     

    Programme also available as in-plant. Fee: Negotiable

     

    IMPACT CONSULTING

  • HANDLING CUSTOMER COMPLAINTS – 2 DAYS

    0.00$

    Receiving customer complaints is inevitable in any business but handling those complaints requires knowledge and specific skills to achieve mutually satisfying result. Being able to listen, respond to and handle customer complaints in a positive manner is an important step in acquiring and retaining your customers.

     

    This course will challenge participants’ belief in managing customer expectations of them and their organisation. Participants will leave the course with a personal action plan identifying the key changes to make, and the skills to practice.

     

    Programme also available as in-plant. Fee: Negotiable

     

    IMPACT CONSULTING

  • FRONT OFFICE CUSTOMER RELATIONS SKILLS – 2 DAYS

    0.00$

    Your front office personnel shape the perception of the public about your organisation. This course aims to provide front office staff with the right attitudes, skills and knowledge to make every customer contact positive and memorable. Delegates will have the opportunity to improve their skills through role play case studies and practical exercise to enable them return confidence to the workplace ready to satisfy their customers

     

    Programme also available as in-plant. Fee: Negotiable

     

    IMPACT CONSULTING

  • QUALITY IMPROVEMENT PROCESS & MANAGEMENT – 3 DAYS

    0.00$

    Quality management remains the most effective approach to achieving corporate excellence. For organisations that are built to last, the principle of continuous improvement in work processes is seen in their operations and also in staff attitudes.

    This programme comprehensively deals with quality, its concepts, delivery and improvement processes as well as management responsibilities.

     

    Programme also available as in-plant. Fee: Negotiable

     

    IMPACT CONSULTING

  • SUPERIOR CUSTOMER SERVICE – 3DAYS

    0.00$

    In today’s sophisticated market, the quality of product is not on its own sufficient to maintain or expand market share. Improving customer relations is one enduring way of keeping your customers. Customers are individuals; they need to feel that you care. Every form of customer contact, if well managed, provides an opportunity to build a relationship and develop future business. This course will help you develop the skills to enable you become customer focused and deliver excellent service to your customers.

     

    Programme also available as in-plant. Fee: Negotiable

     

    IMPACT CONSULTING