Customer Service 101 (SAQA: 114974) - New Oaks College

Course Content

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Module 1 – Explain customer service in a financial services environment 2 Lessons

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Module Content

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1.1: Good Customer Service

1.2: What is poor customer service?

Module 2 – Engage in an interaction with a customer 6 Lessons

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2.1: Interaction with a customer

2.2: Customer Expectations

2.3: Guidelines for superior customer care

2.4: Improving customer care

2.5: Clarifying customer needs

2.6: Understanding Non Verbal Communication Cues

Module 3 – Demonstrate communication skills in order to respond to a customer need 3 Lessons | 1 Quiz

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3.1: Communication Skills in responding to a customer

3.2: Importance of Body language

3.3: How to Handle Customer Inquiries or Complaints

114974 – Quiz 1

Module 4 – Process a query in order to respond to a customer need 14 Lessons | 1 Quiz

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4.1: Processing a query and responding to customer needs

4.2: Methods of dealing with customer related issues

4.3: Range of customer complaints

4.4: Common complaints

4.5: Methods to satisfy irate customers

4.6: Customer Complaints Procedure

4.7: Written complaints

4.7.1: Documenting Complaints

4.8: Complaint Follow Up Action

4.9: Do’s and Don’ts of customer complaints

4.10: Complaints practices

4.11: Requirements for Superior Customer Care

4.12: Referring Customers

4.13: Complaints occurring outside work area or authority

114974 – Quiz 2

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Ryan_Jacobs

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Course Includes

4 Modules
25 Lessons
2 Quizzes
Course Certificate