Customer Sense
Service
Excellence Training
Customer Sense is an unforgettable one day learning experience that removes barriers to excellent service.
1 DayDuration
DYNA-TrainingCertificate
NQFLevel 4
WHY THIS PROGRAMME?
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
WHAT YOU’LL LEARN
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 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
PROGRAMME DETAILS
Duration
1 day programme; focus group to track service given and service received
Unit Standard
242829
NQF Level
4
NQF Credits
5
Learner entry requirements
Learners wishing to earn credits need to complete a Summative Assessment (portfolio of evidence) after the programme.
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Invest in your people. Strengthen your leadership.
This is the perfect opportunity for supervisors to consolidate their process manufacturing experience into a nationally recognised management qualification.
