Details
Equip your supervisors and team leaders with an accredited customer service management course aligned to Unit Standard 242829 (NQF Level 4, 5 Credits).
This program moves beyond basic etiquette to focus on the technical monitoring and evaluation of service levels. Over three days, participants learn to manage the "service loop"—from setting SMARTS-aligned performance standards and mapping the organisational supply chain to analysing customer satisfaction data.
Rather than just "addressing challenges," learners gain a formal methodology for identifying service gaps, providing objective performance feedback to frontline staff, and recommending documented corrective actions to management. This course provides the professional validation and systems-based approach needed to ensure your organisation’s service standards are not only set but consistently met and measured.
Assessment Process:
- Formative and Summative Assessments: Conducted in-class to ensure immediate application of theory.
- Day 3: Dedicated to practical work and the completion of the Summative Assessment for the Portfolio of Evidence (PoE).
This accredited program provides the formal tools and methodologies required to monitor and manage the quality of customer interactions within an organisational framework. Participants will gain the technical skills necessary to move beyond basic service and into the systematic oversight of service excellence.
By the end of this course, learners will be able to:
- Monitor Service Interactions: Evaluate interactions between providers and customers against laid-down organisational procedures and agreed timeframes. (SO 1)
- Analyse Customer Satisfaction: Implement systems to monitor satisfaction at pre-determined intervals and evaluate feedback to identify service gaps. (SO 2)
- Manage Key Performance Areas (KPAs): Establish and agree upon measurable, attainable KPAs with frontline staff in alignment with business goals. (SO 3)
- Apply the SMARTS Principle: Draft and implement specific, measurable, and supported service standards to ensure consistent quality.
- Navigate the Supply Chain: Identify the roles of internal/external customers and service providers within the broader organisational supply chain.
- Implement Corrective Actions: Identify root causes of service failures and recommend formal corrective actions to management. (SO 4)
- Maintain Professional Records: Manage customer data and performance records using CRM principles for legal compliance and operational efficiency.
Delivery Methods
| Delivery Method | Duration | ||
|---|---|---|---|
| 3 days | Get a Quote | ||
| 3 days | Get a Quote |
Discounts Available
Brochure:
Customer Testimonials
National Credit Regulator
I think it would be great to give such service to individuals as well, I hope its affordable
National Credit Regulator
I'm thoroughly impressed with the course content, structure, and facilitation. The instructor's expertise and enthusiasm made complex topics engaging and accessible. The interactive elements and opportunities for feedback were invaluable. I've already applied the skills and knowledge gained from this course to my work, and I'm confident it will have a lasting impact on my professional development. Highly recommended
National Credit Regulator
The training was great and the facilitator was informed and interactive.
National Credit Regulator
yes, Andrew was a fantastic facilitator and very helpful
Audience
This accredited program is specifically designed for Team Leaders, Supervisors, and Junior Managers who are responsible for monitoring and maintaining customer service standards within an operational environment.
It is particularly relevant for:
- Team Leaders & Supervisors: Individuals who need to monitor staff interactions, provide formal performance feedback, and implement corrective actions.
- Service Quality Controllers: Professionals responsible for measuring KPIs, analysing customer satisfaction data, and reporting on service trends.
- Operational Managers: Those overseeing internal or external supply chains who must ensure that service-level agreements (SLAs) are met according to organisational procedures.
- Frontline Staff in Senior Roles
Pre-Requisites
NQF level 3 literacy and communication skills are recommended to ensure full engagement with the course content and activities.
Some background experience in a customer-facing role can also be beneficial but not strictly required.
Course Outline / Curriculum
Section 1: Understanding Internal and External Customers
- Business Purpose: Understanding value from the customer’s perspective.
- Defining the Customer: Identifying the recipient of goods, services, or ideas.
- The Supply Chain: Explaining how internal and external customers, contractors, and service providers link together.
- Significance: How internal relationships affect company morale and external revenue.
Section 2: Standards of Customer Service
- Defining Standards: Using the SMARTS criteria to set targets for people and systems.
- Performance Guidelines: Universal standards for greetings, order processing, and the "3-ring" rule.
- Telephone Etiquette: Professional scripts and procedures for remote interactions.
- Measuring Success: The role of mystery shoppers and monitoring to ensure "laid-down procedures" are followed.
Section 3: Measuring Customer Satisfaction
- Key Performance Indicators (KPIs): Aligning metrics with organisational goals.
- Data Collection Methods: Using internal operational data (backlogs/returns) vs. external data.
- The 6-Step Survey Process: Designing, administering, and analysing customer feedback.
- Analysis & Communication: Using spreadsheets to identify trends and reporting results back to staff.
Section 4: Recommending Corrective Action
- The Feedback Loop: Best practices for providing objective, private, and solution-oriented feedback to team members.
- The Control Process: Identifying the difference between symptoms and actual problems.
- Implementing Solutions: Creating maps of checkpoints and deadlines to ensure service levels improve.
- Record Keeping: Using CRM and filing systems to track performance and meet legal/tax obligations.
Schedule Dates and Booking
There are currently no scheduled dates.