Course Description

Building strong customer relationships while ensuring a safe and healthy service environment is essential for effective service delivery. This programme equips participants with the skills to manage customer interactions, enhance service quality, maintain positive relationships, and promote health and safety practices in the workplace.

Course Objectives

The objectives of the course are to enable participants to:

  • • understand the principles of customer relationship management and customer care.
  • • develop skills to build and maintain positive customer relationships.
  • • enhance communication and service delivery practices.
  • • recognise the importance of health and safety in the workplace.
  • • promote a safe, professional, and customer-focused work environment.

 

Learning Outcomes

By the end of this course, participants will be able to:

  • • apply customer relationship management principles in service delivery.
  • • communicate effectively with customers and stakeholders.
  • • manage customer expectations and improve customer satisfaction.
  • • handle customer concerns professionally.
  • • identify workplace health and safety risks and apply preventive measures.
  • • promote a culture of safety and quality service.

Topics covered:
  • • Introduction to Customer Relationship Management (CRM)
  • • Understanding Customer Needs and Expectations
  • • Building and Maintaining Customer Relationships
  • • Customer Care Principles and Service Excellence
  • • Effective Communication and Customer Engagement
  • • Managing Complaints and Difficult Situations
  • • Customer Satisfaction and Feedback Management
  • • Workplace Health and Safety Principles
  • • Identifying Hazards and Risk Prevention
  • • Health and Safety Responsibilities at Work
  • • Creating a Safe and Customer-Friendly Environment

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