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LEARNING SOLUTION TYPE:
ACCREDITED LEARNING PROGRAMME
RECOMMENDED DURATION:
5 DAYS
TOTAL CREDITS:
37
Unit Standard:
7 Unit Standards
No matter how good you are at providing consistent and reliable customer service, some of your customers will, from time to time, expect more. Your job is to recognise that there is a problem and make sure that the appropriate person deals with it. So, remain calm whilst cooling down the customer to deal with their complaints with these basic skills:
Are you a reliable and professional call centre agent who contributes to the organisation’s return on investment through dedicated customer service resolution?
DO YOU PROTECT AND ENHANCE THE BRAND?
DO YOU KNOW HOW TO NAVIGATE CALLER QUESTIONS?
DO YOU KNOW HOW TO RESOLVE DIFFICULT CUSTOMER SERVICE ISSUES WITH DIPLOMACY?
CAN YOU DETERMINE AND ENSURE THAT THE RIGHT PERSON DEALS WITH THE CLIENT’S PROBLEM?
If you answered no
to any one or more of these questions
then Processing Intelligence is the programme that WILL help you meet and exceed
your customers’ expectations.
To enable you to collect and record data and information to handle complaints, queries and requests from customers.
Establish and record customer’s complaints
Determine resolutions of the complaint
Communicate with stakeholders
Initiate follow-up actions
Let us help you get there