Delivery Service Excellence

Status Of The Programme: 
Purpose of the Programme: 

This programme has been designed for learners who deal with the internal and external customers, intermediaries, call centers, walk in service centers, enquiries counters and learners who communicate with customers either telephonically or face to face.

Program Outcomes: 
Program OutcomesLevelCredits

On completion of this programme learners will be able to:
• Explain the principles of impressive customer service in the context of a specific industry and organisation.
• Apply knowledge of personality styles to respond appropriately to a customer.
• Analyse information in order to provide customer service.
• Suggest innovative solutions to respond to queries and improve customer service.
• Manage the relationship to retain customers.

Programme Outline: 

• Applying the principles of customer service.
• Responding to customers and improving service.
• Analysing customer needs.
• Manage customer relationships.

Learning Assumed to be in Place: 

Delegates who wish to enroll on this programme should be competent in Communication at NQF Level 3.


Training Programme Duration: 1 Day.

Assessment: Learners will be formatively assessed in the classroom by means of activities.

Certification: Delegates will receive a certificate of attendance after completion of the programme.

Target Group: 

• First line / line managers
• Sales managers
• Sales representatives
• Business owners
• Entrepreneurs
• Branch managers
• Administration clerks
• Any person who deals with public customers and internal / external clients
• Call centre personnel