TAP> Customer Service for Professionals
Course Purpose Describing customer service, participating in interactions with customers, showcasing communication skills in customer responses, and efficiently processing queries to address customer needs are key elements in providing effective customer service. What you’ll learn This unit standard provides a …
Course Purpose
Describing customer service, participating in interactions with customers, showcasing communication skills in customer responses, and efficiently processing queries to address customer needs are key elements in providing effective customer service.
What you’ll learn
This unit standard provides a broad introduction to customer services and includes internal and external customers. The focus is knowledge, skills, values and attitudes in relation to the learner’s context and experience of the world of work. The qualifying learner is capable of explaining customer service. Engaging in an interaction with a customer. Demonstrating communication skills in responding to a customer. Processing a query to respond to a customer need.
Duration: 1 Day
Curriculum
- 4 Sections
- 17 Lessons
- 1 Day
- Unit 1: Explain customer service in a financial services environment.ASSESSMENT CRITERIA4
- 0.0The concept of good customer service is explained with reference to a business sector and an organisation’s competitive edge.
- 0.1Different types of customers are identified within a specific organisation.
- 0.2The consequences of poor service are identified with reference to the customer, the employee and the organisation.
- 0.3The procedure for escalating queries is explained with reference to own limit of authority.
- Unit 2: Engage in an interaction with a customer.ASSESSMENT CRITERIA5
- 0.0An interaction with a customer is opened with reference to an organisation’s internal standards.
- 0.1Information is requested to clarify the need.
- 0.2The customer’s needs are identified and reflected back to the customer to confirm understanding
- 0.3Non-verbal communication clues are used to determine an approach to the interaction.
- 0.4An interaction is closed with reference to an organisation’s internal standards.
- Unit 3: Demonstrate communication skills in order to respond to a customer.ASSESSMENT CRITERIA3
- 0.0Active listening skills are demonstrated in three different customer service interactions.
- 0.1Keywords are identified in a customer dialogue and used to formulate an appropriate response.
- 0.2The main details of the customer’s needs, request, query or complaint are recorded and the entry is checked for accuracy with the customer.
- Unit 4: Process a query in order to respond to a customer need.ASSESSMENT CRITERIA5
- 0.0Information about the customer and the need is used to formulate an appropriate response.
- 0.1The response is communicated to the customer using appropriate language.
- 0.2Enquiries outside own level of authority are escalated to the appropriate party.
- 0.3An agreement on follow up actions is reached with the customer.
- 0.4Feedback on the progress of a query is given to the customer.
Requirements
- Grade 10
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Course Features
- Lectures 17
- Quizzes 0
- Duration 1 day
- Skill level All levels
- Language English
- Students 1343
- Assessments Yes