119676 Apply the skills of customer care in a specific work environment elearning course

R750.00

  • 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.

 

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Description

  • 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.

UNIT STANDARD

SOUTH AFRICAN QUALIFICATIONS AUTHORITY
REGISTERED UNIT STANDARD:

 

Apply the skills of customer care in a specific work environment
SAQA US ID UNIT STANDARD TITLE
119676 Apply the skills of customer care in a specific work environment
ORIGINATOR
SGB Insurance and Investment
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
–
FIELD SUBFIELD
Field 03 – Business, Commerce and Management Studies Finance, Economics and Accounting
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined Regular Level 4 NQF Level 04 4
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered 2018-07-01 2023-06-30 SAQA 06120/18
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2024-06-30 2027-06-30

 

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise. 
This unit standard does not replace any other unit standard and is not replaced by any other unit standard.

 

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.

 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING
  • Communication at NQF Level 3.
  • Mathematical Literacy at NQF Level 3.

 

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.

 

Specific Outcomes and Assessment Criteria:

 

SPECIFIC OUTCOME 1
Explain the principles of impressive customer service in the context of a specific industry and organisation.

ASSESSMENT CRITERIA

 

ASSESSMENT CRITERION 1
Current theories of customer service are researched in order to identify trends.

 

ASSESSMENT CRITERION 2
Case studies are analysed to identify instances of impressive customer service.

 

ASSESSMENT CRITERION 3
Case studies are analysed to identify instances of unacceptable customer service and suggestions are made as to how each situation could be handled differently.

 

ASSESSMENT CRITERION 4
The implications of poor customer service are explained from the point of view of the individual, the customer and the organisation.

 

ASSESSMENT CRITERION 5
The consequences of non-compliance with an organisation’s policies and procedures in dealing with customers are explained with examples.

 

SPECIFIC OUTCOME 2
Apply knowledge of personality styles to respond appropriately to a customer.

ASSESSMENT CRITERIA

 

ASSESSMENT CRITERION 1
Different personality styles are investigated in order to understand interpersonal behaviour.

 

ASSESSMENT CRITERION 2
Own behaviour and that of three other people are analysed to determine personality style.

 

ASSESSMENT CRITERION 3
Anticipated behaviour is explained for selected personality styles and scenarios and an indication is given of how to respond appropriately in each situation.

 

ASSESSMENT CRITERION 4
Ways of overcoming objections or obstacles are demonstrated for at least two personality styles.

 

SPECIFIC OUTCOME 3
Analyse information in order to provide customer service.

ASSESSMENT CRITERIA

 

ASSESSMENT CRITERION 1
Information that is needed to address a query is gathered and analysed to determine an appropriate response.

 

ASSESSMENT CRITERION 2
Background, industry, organisation and product knowledge are applied to a situation to ensure a comprehensive response.

 

ASSESSMENT CRITERION 3
The information is presented to the customer in the appropriate language, format and style.

 

ASSESSMENT CRITERION 4
The consequences of providing inadequate or incomplete responses to queries are explained with examples.

 

SPECIFIC OUTCOME 4
Suggest innovative solutions to respond to queries and improve customer service.

ASSESSMENT CRITERIA

 

ASSESSMENT CRITERION 1
The conventional responses to frequently asked questions are analysed and suggestions are made as to how the responses could be improved to enhance customer satisfaction.

 

ASSESSMENT CRITERION 2
The concept of ownership in customer care is explained with reference to the benefits of ownership to the individual, customer and organisation.

 

ASSESSMENT CRITERION 3
An organisation’s customer service related policies and procedures are analysed and suggestions are made for possible adjustments or improvements.

 

SPECIFIC OUTCOME 5
Manage client relationships to retain customers.

ASSESSMENT CRITERIA

 

ASSESSMENT CRITERION 1
Reasons why an organisation would actively attempt to retain customers are identified for a specific organisation.

 

ASSESSMENT CRITERION 2
The concept of customer loyalty is explained with examples.

 

ASSESSMENT CRITERION 3
Ways in which an organisation actively attempts to retain customers are analysed for three different organisations.

 

ASSESSMENT CRITERION 4
The cost implications of customer management are explained with examples.

 

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS
  • This Unit standard will be internally assessed by the provider and moderated by a moderator registered by a relevant accredited ETQA or an ETQA that has a Memorandum of Understanding with the relevant accredited ETQA.
  • An individual wishing to be assessed (including through RPL) against this unit standard may apply to an assessment agency, assessor or provider institution accredited by the relevant ETQA or an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA or with an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Any institution offering learning that will enable achievement of this unit standard or assessing this unit standard must be accredited as a provider with the relevant ETQA, or with an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Moderation of assessment will be conducted by the relevant ETQA according to the policies and guidelines for assessment and moderation of that ETQA, at its discretion, in terms of agreements reached about assessment and moderation between various ETQAs (including professional bodies).

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