Rationale
- For the country to prosper and become a destination of choice for investors and tourists, organizations need employees who are emotionally intelligent and have the potential to showcase elements of efficiency, ‘Botho’, uniqueness as well as passion for one’s work in the delivery of service.
- Therefore, organizations have identified the need to train employees in achieving excellence in service delivery and conducting customer satisfaction surveys in compliance with organizational policies and procedures. It is expected that those who acquire Customer Service skill should be globally competitive especially front office staff.
Learning Outcomes
- Understand customer service policies and procedures
- Implement and recommend improvements to organizational policies and procedures for effective customer service
- Gather, organise and critically analyse information in order to provide well informed advice to customer
- Manage appropriate customer relationships both internal and external
Target Population
Frontline customers, Receptionists, Secretaries and any other person who deals directly with customers.
Assessment
- Peer review
- Case studies
- Feedback received from participants through daily evaluation forms
Recognition of Prior Learning
- Industry experience
- BGCSE and higher academic attainment (Certificate in a related field)
Certification
- Attend 98% of the course to qualify for the certificate.
- Participate in class discussions, group activities and practicum