Managing Customer Complaints in a Contact Centre

Overview

Identifying the customer’s problem, committing to resolving the customer complaint, planning and implementing effective solutions, communicating with all stakeholders, and delivering practical business solutions are integral steps in effective customer service and problem resolution within a business context.

Description

This unit standard forms part of the qualification, National Certificate in Contact Centre Support at NQF Level 2. Learners working towards this unit standard will be learning towards the full qualification, or will be working within a Contact Centre environment, where the acquisition of competence against this standard will add value to learner`s job. This unit standard is intended to enhance the provision of entry level service within the Contact Centre Industry.