Nothing can destroy your loyal customer base like poor customer service. In today’s digital age where a disgruntled customer can easily reach for social media and share their negative experience with hundreds of thousands of potential and existing customers, it has become vitally important to ensure your staff know how to provide your customers with the best customer service experience possible.
The old adage of ‘the customer is always right’ may not always be true, but regardless of whether the customer is right or wrong, what holds true is that the customer should always be treated with respect. With that in mind, FUEL has ensured that we have made a comprehensive customer service training easily available. Our first 12 SETA-aligned modules focusing on customer service are complete! Our second series, Apply Customer Service Skills, is hot on its heels and we have just begun production of our third series on communication skills.
This is just the beginning of an ambitious project to develop a comprehensive SETA aligned training content library. SETA stands for Skills Educational Training Authorities. A separate authority exists for each industry, such as Wholesale & Retail, Education and Training, and Banking, to name a few. These authorities are responsible for quality assurance of vocational and specific-skills training in South Africa in their respective industries. They ensure that training providers, such as ourselves, provide a standardised training experiences. For our learners, this training content provides exactly the kind of critical and scarce skills training that they most likely cannot afford, but desperately need.
After extensive research into essential skills identified by our government as well as surveying our training site managers and learners, we have created an extensive content library. To start, we have identified customer service as one of the training areas with the highest demand. We will be producing a skills programme for each category, which consists of multiple accredited unit standards. Not only will this provide our learners with the kind of training they desperately need, it will also ensure that our training activity is maximised. As with all of our training content, we design every module to align to our learners’ education level, which we have estimated to be between grade 9 to 12. This leads us to use a simplistic methodology, which uses icons and graphic animations to create an engaging and accessible learning experience. Furthermore, we’ve standardise the reading level of our scripts to be around grade 5 (English first language) to ensure that all our learners, most of which speak English as their second language, can understand the training.