Manage High Volume Customer Contact and Communication imbues learners with the fundamental requirements of an organisational management role in order to achieve service excellence.

This module trains participants to manage high-volume customer contacts including target setting, managing queue systems and addressing problems associated with high-volume service delivery operations.

On completion of this unit, you will have the knowledge and application skills to manage service operations with high volume customer contact and communications, to meet and exceed organisation and customer expectations.

• Have skills and knowledge relating to the supervision of customer service staff in the organisation
• Have applied business systems and technology in a customer service oriented organisation
• Understand the organisation's current business direction;
• Know how to access and implement the organisation's key policies and procedures; and
• Are familiar with the organisation's current product and service range.
  

Experiential methods of learning will be applied to enable participants to learn and practice the concepts and skills taught during the programme:

• Mini lectures to succinctly explain the concepts and theories supporting this module
• Interactive group participation and discussions on knowledge and procedural process
• Group and individual exercises for practical activities including role-plays
• Mutual sharing and feedback on performance
• Written Assessment
  

This programme is specially designed for Managerial staff from various service industry sectors (but not limited to) such as:

• Food and Beverage
• Personal Transport Services
• Retail
• Tourism, Hotel and Accommodation Services