Customer service

You'll learn

• Handle enquiries across phone, email and chat
• Resolve complaints and know when to escalate
• Work to service standards and turnaround times
• Record every interaction in the CRM
• Report on service performance

Skill Courses

• Customer Operations Customer Service Essentials Customers remember how an organisation made them feel: whether they were listened to, whether they had to chase, whether someone owned their problem. Two businesses with the same prices and products can win or lose customers on that alone. About 5 hours · Online, at your own pace, or at an e-Learning Cafe Included in NIBS Plus View course
• Customer Operations CRM Fundamentals A CRM is only as good as the records in it. When the records are right, anyone in the team can see who the customer is, what they bought, what they asked last week and what was promised. About 5 hours · Online, at your own pace, or at an e-Learning Cafe Included in NIBS Plus View course
• Customer Operations Ticket & Service Request Management Every service desk, contact centre and customer support team runs on a queue. On a Monday morning there may be twenty requests waiting, and one of them is the customer whose staff will not be paid tomorrow. About 5 hours · Online, at your own pace, or at an e-Learning Cafe Included in NIBS Plus View course
• Customer Operations Complaint Handling & Service Recovery A complaint is a customer telling you, often at cost to their patience, exactly what went wrong. Handled well, a complaint can leave a customer more loyal than before. About 5 hours · Online, at your own pace, or at an e-Learning Cafe Included in NIBS Plus View course
• Retail Retail Customer Service A customer decides within seconds whether they are welcome. Whether they come back often depends on how they were treated, not just on what they bought. About 6 hours · Online, at your own pace, or at an e-Learning Cafe Included in NIBS Plus View course
• Retail Retail Complaints & Service Recovery Every store has customers who are upset. Sometimes the store is at fault, sometimes not, and often both. About 6 hours · Online, at your own pace, or at an e-Learning Cafe Included in NIBS Plus View course
• Hospitality Guest Service Excellence Guests forget the colour of the curtains. They remember how they were treated: whether someone noticed them, listened, and did what they said they would. About 5 hours · Online, at your own pace, or at an e-Learning Cafe Included in NIBS Plus View course
• Hospitality Hospitality Complaints & Service Recovery Things go wrong in every hotel: a room is not ready, a meal is cold, a bill is wrong, a noise keeps a guest awake. Guests often judge a hotel less by the problem than by how it was handled. About 5 hours · Online, at your own pace, or at an e-Learning Cafe Included in NIBS Plus View course

Role Pathways

• Business Customer & CRM Operations Customer service, CRM records, pipelines, tickets, complaints and customer communication across the modern customer journey. 10 to 12 weeks · 8 to 10 hours a week · Online, at an e-Learning Cafe, or at Katlehong Computer School Included in NIBS Plus View pathway

• Business

  Office Operations Administrator

  Run the everyday systems and administration of a modern workplace.

  Skills you will build: Microsoft 365 · Records and information management · Microsoft Excel

  10 to 12 weeks Entry-level Pathway open now

• Business

  Customer and CRM Administrator

  Manage customers, leads, enquiries and CRM information.

  Skills you will build: CRM · Customer service · Business communication

  10 to 12 weeks Entry-level Pathway open now

• Property

  Property Administrator

  Manage property records, tenants, leases and portfolio administration.

  Skills you will build: Property administration · CRM · Records and information management

  Entry-level