FUNDAMENTALS OF CUSTOMER SERVICE AND ASSERTIVENESS


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Course Overview

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

Skills LevelBeginner
Unit Standard Alignment 119676
Duration of the course60 hours
Number of Modules 5
Learning AidsVideos | Webinars
Type of Certificates IssuedCertificate of completion

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