Customer Sense Service Excellence Training

Customer Sense is an unforgettable one day learning experience that removes barriers to excellent service.

Customer sense is all about value and how to maximise the customer’s perception of value:

Customer Sense focuses on establishing service PROCESS FLOW excellence throughout the value chain.
Emphasises value creation and elimination of waste
Makes customer service a collective responsibility
Makes value flow, through improved teamwork and communication

Programme details

Title: Customer Sense
Unit Standard: 242829
NQF Level: 4
NQF Credits: 5
Duration: 1 day programme; focus group to track service given and service received
Date: Request registration form
Venue: Refer to registration form
Learner entry requirements: Learners wishing to earn credits need to complete a Summative Assessment (portfolio of evidence) after the programme.

Learning outcomes

• Identify the level of service required to distinguish their organisation from others
• Understand the value of the customer in terms of business profitability, growth, referrals and feedback
• Recognise that anything that does not create value for the customer is simply creating unnecessary noise
• Estimate the strength of their teams’ customer knowledge
• Estimate their teams’ service skills
• Estimate their teams’ experience in satisfying customers
• Understand the basic characteristics and behaviours required to support excellent customer service
• Understand what customers want and how they make purchasing decisions
• Understand that service excellence requires excellence throughout the value chain
• Realise that we are all essentially providers and receivers of service
• Identify their position in the value chain
• Identify how they can improve the level of service they offer within the chain
• Identify moments of truth within their organisation
• Share experiences of what can and has gone wrong in the past
• Deal with dissatisfied customers constructively
• Identify ways to prevent problems from reoccurring
• Document best practice for satisfying customers

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“This is the perfect opportunity for supervisors to consolidate their process manufacturing experience into a nationally recognised management qualification.”