Certificate in Legendary Customer Care - #08

About The Programme
The Certificate in Legendary Customer Care programme is a 5-day, 30–hour programme designed to sensitize participants to the crucial role that quality customer service delivery plays in the success of organizations.

Upon successful completion of this programme, participants will be able to:

• Identify the principles of quality customer care

• Identify the differences between customers’ needs, wants and desires

• Explain how attitudes and habits affect service

• Demonstrate the art of dealing with difficult customers

• Identify what adds value to customer’s experience

• Discuss the importance of listening to the customer

• Explain the importance of projecting a professional image

• Recognize the importance of projecting professionalism on the telephone

• Discuss the importance of building winning relationships at work through teamwork

• Explain the importance of building customer loyalty

Course Methodology
Highly interactive workshop involving individual and group work, discussion, role play, video / DVD presentation.

Evaluation
The final evaluation will consist of a 2-hour multiple choice examination of 100 questions. Candidates would need to obtain a pass mark of at least 60% to be successful. Examination will be held on the last day of the workshop.

What does the Certificate programme Fee cover?
Fee includes course materials, evaluation session and accredited certificate

 

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