- ID: 119676
- Description: Apply the skills of customer care in a specific work environment
- NQF Level: 4
- Credits: 4
- Method of delivery: elearning
- Company: TrainYouCan PTY LTD
- Website: www.trainyoucan.co.za
- Accreditation: ETDP SETA
PURPOSE OF THE UNIT STANDARD
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.
- The qualifying learner is capable of:
Explaining the principles of impressive customer service in the context of a specific industry and organisation.
Applying knowledge of personality styles to respond appropriately to a customer.
Analysing information in order to provide customer service.
Suggesting innovative solutions to respond to queries and improve customer service.
Managing the relationship to retain customers.
UNIT STANDARD RANGE
The typical scope of this Unit Standard is:
Customers may be internal or external clients.
Behaviour refers to both verbal and non verbal aspects and should reflect Emotional Intelligence.
Ways of overcoming objections include, but are not limited to, empathy, conflict resolution and questioning techniques.
Presentations may be verbal or written.
Formats include, but are not limited to, telephonic exchanges, verbal presentations, emails, faxes, letters or reports.
Appropriate language is adapted for the specific audience and purpose and should avoid the use of jargon.