Practical Customer Service Skills (PCSS)

Two full days. Recommended 10-15 delegates. In-house only – not available as a public course.

PCSS as we affectionately call this programme, is modelled on the content of ACRS (Advanced Customer Relationship Skills) but delivered at a pace that accommodates NQF level 2 learners. The emphasis is on practical, work related examples to illustrate learning principles, implementation and the active transfer of sustainable skills into habits. The advantage of this parallel programme is that employees at different levels in the organisation are trained on similar material, resulting in the generic principles being shared at all levels.

Using the unique storytelling mediums like industrial theatre, total customer service is brought to the workers in an organisation. Real workplace situations are acted out bringing core concepts to life in a manner to which all delegates can relate. An inter-active and enjoyable learning experience. (Duration 2 or 3 days, for 12-16 delegates and offered in-house only )

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Course outline

  • The “river of life” introduction
  • The customer chain
  • Customer service philosophy
  • Attitude adjustment
  • Responsibility for customer care
  • Personality/social styles
  • Communication
  • Telephone etiquette
  • Problem Solving
  • Giving and taking criticism
  • Skills implementation
  • Motivation to succeed

Objectives

The course provides the philosophy, tools and understanding to create strong and lasting customer relationships with internal and external customers, and to successfully handle difficult situations and upset customers. This is followed by skills implementation and a motivational close.

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Accreditation and unit standard alignment

The Congruence Group has been delivering innovative and outcomes based customer service training since 1996. Since the institutional accreditation of Congruence Training (Pty) Ltd on 18 August 2003, elements of this programme are aligned to available and applicable unit standards on the NQF.