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Customer Service Excellence


Business Management and Strategy

Learn the skills needed to achieve a strong customer focus and examine the principles of quality customer service.

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Promotion

R9 500.00

course fees

SAVE R950.00
R8 550.00

WITH PROMOTION
COUPON CODE

9

Modules

9 weeks

duration

Anytime

registration

Payment options available to you

Summary

This course aims to provide the skills needed to achieve a strong customer focus, by identifying and analysing customers, so that a positive relationship can be developed. The implementation and management of these skills is established, through examining the principles of quality customer service. This, in turn, will highlight the link between customer service and quality customer relations – the essentials of a competitive advantage.

Subject Matter Expert

Kevin Midgely has an MBA from Damelin Oxford Brookes (London). He has been a part-time lecturer since 1991, and has lectured for Damelin Education Group, Varsity College, Vega, Regenesys Business School, and AAA School of Advertising. Kevin also ran his own training company from 1994 to 2008.

His ability to combine over 30 years’ experience in academia and the business environment enables Kevin to deliver theoretical content, together with real-life practical examples. Kevin has developed course material for Damelin Education Group, Regenesys Business School, and the Open Learning Group, on various business-related subjects.

Kevin is also the author of a self-published textbook, The Credit Controller’s Handbook, first published in 1999.

Academic Tutor Support

Your dedicated Online Academic Tutor (OAT) will provide you with necessary guidance, offer advice and answer questions on course content, to help you achieve academic success.

Course and Technical Requirements

BASIC REQUIREMENTS
To successfully access and complete this course, you will be required to have a registered email account, access to a computer/laptop/tablet and stable internet connection. You will be required to be familiar with using a computer as you may need to be able to read and download documents in Adobe PDF Reader, view Microsoft PowerPoint presentations, and read and create documents in Microsoft Word.

ADDITIONAL REQUIREMENTS
Our online short learning programmes may require additional software applications. These additional software applications requirements will be communicated to you in this information pack and/or on the website course page. Damelin Online does not provide any additional software applications required for online short learning programmes.

Please note: Google, YouTube and Vimeo may be used in our online course delivery. If any of these services are blocked in your jurisdiction, you may have difficult in accessing our course content.

How We Engage with Students

Our online short learning programmes are broken into self-paced manageable modules designed to be interactive and engaging:

  • The programme is available to be viewed on smart devices and includes mobile, tablets and personal computers.
  • Relevant case studies, articles and recommended reading are part of supplementary resources available.
  • Apply and evaluate what you have learned in each module with the self-grading quizzes and assignment submissions
  • View a range of Introductory course videos by your Subject Matter Expert.
  • Scheduled live webinars are included with the Online Academic Tutor.
  • Network, collaborate and interact with your fellow participants and Online Academic Tutor via the discussion boards.

Certification

Upon successful completion of this online short learning programme, you will be awarded with a Damelin Certificate of Competence.

Study Blocks

  • MODULE 0 | WEEK 1 Orientation
    Navigating the Virtual Learning Environment
  • MODULE 1 | WEEK 2 Introduction to Customer Service
    Defining customer service and looking at terminology and techniques
  • MODULE 2 | WEEK 3 Stakeholder Identification and Analysis
    Looking at how to identify and analyse an organisation’s stakeholders
  • MODULE 3 | WEEK 4 Customer Service, Customer Relations and Quality Management
    Illustrating the link between customer service, customer relations and quality management
  • MODULE 4 | WEEK 5 Customer-Centricity: A Customer-Focussed Organisation
    Looking at the importance of a client-focussed organisation in gaining competitive advantage
  • MODULE 5 | WEEK 6 Implementing Customer-Centricity
    Explaining the implementation of customer-centricity in an organisation
  • MODULE 6 | WEEK 7 Effective Communication Skills
    Discussing effective communication skills and ways to handle difficult customers and situations
  • MODULE 7 | WEEK 8 The Measurement of Customer Service Satisfaction
    Explaining the measurement of customer service satisfaction
  • MODULE 8 | WEEK 9 Wrap-up
    Synthesise your learning journey experience and evaluate the course

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