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Customer Care

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Customer Care

R2999
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About this course

COURSE OUTLINE:
COURSE NAME: Customer Care
US ID: 246740
NQF LEVEL: 4
NQF CREDITS: 3
COURSE DESCRIPTION:
The learner achieving this unit standard will be able to meet customer needs and expectations in a positive manner and recognize and resolve customer complaints that may arise. The qualifying learner will be able to identify opportunities for enhancing the quality of service to customers, thereby enhancing their overall experience.

COURSE PURPOSE:
The learner will acquire the following knowledge, skills and attitudes after completion of this qualification:

  •  Identify customer needs and expectations.
  •  Recognize customer dissatisfaction and take action to resolve the situation.
  •  Identify and use opportunities to enhance the quality of customer service.
  •  Communicate with all customers.

LEARNING ASSUMED TO BE IN PLACE:

  •  Mathematical Literacy at NQF Level 3
  •  Communication at NQF Level 3

ESSENTIAL EMBEDDED KNOWLEDGE:
To achieve all of the specific outcomes to the standard described in the assessment criteria implies a sound foundation of embedded knowledge. The underpinning knowledge relating to this unit standard is:

  •  A good insight into the nature and variety of human needs.
  •  General knowledge of South African culture, history, politics, geography and infrastructure and thorough knowledge of local area.
  •  Product knowledge, for example, arrival and departure systems.
  •  Basic understanding of strategies and methods for meeting customer needs and expectations.
  •  Basic knowledge in dealing with a variety of customer complaints

 

TEACHING METHODOLOGY:

  •  Interactive learning based on outcome-based education approaching
  •  Facilitation approach during classroom training
  •  Formative assessments during training incl. group work, role plays, demonstrations, pair work, debates, case studies
  •  Visual aids – the use of multiple visual aids are promoted incl. slides, whiteboard, flipchart, video, audio
  •  Questioning techniques used – open-ended questions, discussions, analyzing, comparisons, own opinions, conflict resolution, work-based examples, clarifications
  •  Assessments – formative assessments (during training), post assessments (building of Portfolio of Evidence and completing a Workplace Journal)

COURSE OUTLINE:
Learning unit 1: Identify customer needs and expectations
Module 1: Understand man human needs – physical, social, emotional, esteem and intellectual
Module 2: Identify customer needs and expectations
Module 3: Identify appropriate products and services offered to customers
Module 4: Meet needs and requests in acceptable time frame
Module 5: Address questions and queries with appropriate accuracy

Learning unit 2: Problem solving in regards to customer dissatisfaction
Module 1: Handle complaints, promptly, positively, sensitively and politely
Module 2: Resolve customer complaints – needs level of individual and company procedures
Module 3: Refer complaints to appropriate person

Learning unit 3: Enhance the quality of customer service
Module 1: Customer requirements or requests including bookings – clarified with responsible person before arrival
Module 2: Maintain customer service standards
Module 3: Customer needs are anticipated where reasonable

Learning unit 4: Customer Communication
Module 1: Greet courteously on arrival
Module 2: Respectful treatment
Module 3: Recognize and accommodate culture sensitivities

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Customer Care

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Our course begins with the first step for generating great user experiences: understanding what people do, think, say, and feel. In this module, you’ll learn how to keep an open mind while learning.

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Our course begins with the first step for generating great user experiences: understanding what people do, think, say, and feel. In this module, you’ll learn how to keep an open mind while learning.

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