Client Relations

Based on SAQA’s Unit Standard 14338 NQF Level 2, 2 Credits | 4 OPSA CPD Points

Introduction

Excellence in customer service doesn’t come about accidentally. It needs to be carefully defined, planned and managed. The trick isn’t announcing that your company delivers excellent service – it is actually delivering it, day in and day out, across all the interactions you have with those that support you – internally and externally.

Excellent customer service has its roots in specific communication, interpersonal and leadership skills which have been proven to work time and again in real customer situations. By attending this course you will learn to use them properly and you will learn the secrets that drive many of the service leaders in today’s marketplace.

Course Objectives

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Understand your company’s standards

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Build your knowledge of company products and services, and their featurs and benefits

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Understand the importance of obtaining customer feedback

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Keep track of what your customers and staff think of your service

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Master interpersonal skills

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Improve your telephone skills

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Monitor staff-customer relations

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Understand the importance of evaluating and dealing with customer complaints

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Establish rapport with customers and maintain a professional relationship

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Identify customer requirements

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Rectify complaints

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