skills development | services workplace | competency | South Africa

SHORT COURSES : BUSINESS AND ENTREPRENEURIAL TRAINING

COMMUNICATION & CUSTOMER SERVICE

AIM OF THE MODULE

The purpose of this module is to introduce employees of small businesses to the principles of communication and the importance of customer service. The communication process is covered in detail and it includes sections that deal with conflict management and conflict resolution. Learners will gain a better understanding of customer needs and the importance of a service delivery that addresses the needs of customers.

LEARNING OUTCOMES

On completion of this module the learner will be able to:

  • Explain the importance of customer service
  • Manage service quality in the department or small business
  • Identify opportunities for improved service delivery
  • Recognise and resolve customer complaints
  • Managing the customer service process

A number of short courses are available for entrepreneurs and owners of small or medium businesses who want to improve their managerial skills and gain a better understanding of the business environment in which they operate.