This Unit Standard will be useful for learners who deal with the public, customers, internal and external clients, intermediaries, learners in call centres, walk in service centres, enquiries counters and marketing and learners who communicate with customers either telephonically or face to face.
KEY TOPICS AND OUTCOMES
Explain the principles of impressive customer service in the context of a specific industry and organisation.
Apply knowledge of personality styles to respond appropriately to a customer.
Analyse information in order to provide customer service.
Business communication and Assertiveness in the workplace
Suggest innovative solutions to respond to queries and improve customer service.
Manage client relationships to retain customers.
SUMMARY OF THE COURSE SHOULD PROVIDE
|Unit Standard Alignment||119676|
|Duration of the course||60 hours|
|Number of Modules||5|
|Learning Aids||Videos | Webinars|
|Type of Certificates Issued||Certificate of completion|