Aligned to Unit Standard - 7789

This workshop can be adapted to include sales and/or assertive communication skills

The workshop covers: 

  • The concept of the customer as a source of revenue for the business and therefore the source of salaries
  • The impact on the organisation and on oneself or losing regular customer business
  • Possible ways that customers react to poor service
  • Methods to satisfy irate customers and deal correctly with customer complaints
  • Describing information that may not be given to the customer and explain the reason for confidentiality
  • Customer complaints and customer feedback
  • Anticipating customer needs

 Target audience:

 All staff members who deal with customers. The workshop material can be adapted to accommodate different levels.