ACCREDITED LEARNING PROGRAMME: CUSTOMER EXPERIENCE MANAGEMENT

Because customer satisfaction is core to business development.

WHAT THIS LEARNING PROGRAMME HAS TO OFFER

Customers today are more knowledgeable and more demanding than ever; only extraordinary service gets noticed and remembered. The key for customer service is to focus on areas that really matter to the customer and reinforce the overall customer engagement strategy. The aim of this learning programme is to equip contact centre Team leaders with tools to manage the customer’s experience.

Diploma

LEARNING SOLUTION TYPE

Accredited Learning Programme

UNIT STANDARD

4 Unit Standards 

Time

RECOMMENDED DURATION

5 Days 

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TOTAL CREDITS

32 Credits

Today's Learners become Tomorrow's Leaders. Let us help you get there.  

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Exit Level Outcomes

By the end of this Learning Programme you should be able to:


  • Identify prospective customers and establish their needs


  • Establish and build the customer base


  • Monitor calls into and out of a Contact Centre


  • Collate types of queries, questions and comments received


  • Co-ordinate and streamline queries and Contact Centre activities