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Future Performance Training
Home
About Us
Team Gallery
Info
New Applications
Training Calendar
FAQ
Blog List
Student Technical Support
Qualifications
Special Projects
GETC Qualifications
NC Qualifications
FETC Qualifications
Higher Qualifications
CompTia Qualifications
Certiport Qualifications
QCTO Qualifications
Keys 2 Life
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Customer Care
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Student Orientation Guide
8600 SAQA Outline
Online Course Feedback
Customer Service Learner Guide
What is Customer Service?
Why is Customer Service so Important?
Benefits of Customer Service
Quality Service Delivery
Who are Your Customers?
How to Promote Good Customer Service?
Identifying Needs and Expectations
Listing and Speaking Activity - What is Customer Service
Why is Effective Communication Important?
The Impact of Ineffective Communication
How to Develop Effective Communications
Listening Actively
Listening Checklist
Different Types of Questions
Non-Verbal Communication Techniques
The Use of Voice in Customer Service Settings
Answering the Phone
Handling the Call
Handling Messages
First Impressions
How to Present a Professional Image
How to Project a Professional Image
Personal Image – Customer Friendly Body Language
Customer Complaints
Handling Complaints
Approaches to Handling Complaints
Who to Go to in Time of Trouble?
The Role of the Customer Services Department in Supporting Customer Services Activities
Customer Management Questionnaire
Identify customer needs and expectations SO 1
Recognise customer dissatisfaction and take action to resolve the situation SO2
Identify and take opportunities to enhance the quality of customer service SO 3
Communicate with all customers in a friendly and courteous manner SO 4
Reflect on own performance and identify possible areas for self-improvement SO 5
Conduct a customer satisfaction survey (SO1-3)
Complaint handling procedures SO 3
Final Summative Assessment Customer Care
Student Orientation Guide ►
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