Apply the Skills of Customer Care
Course Purpose: Applying knowledge of personality styles helps tailor responses to customers effectively. Analysing information is crucial for providing personalised customer care, while suggesting innovative solutions demonstrates a proactive approach to addressing queries and improving overall service. What you’ll learn …
Overview
Course Purpose:
Applying knowledge of personality styles helps tailor responses to customers effectively. Analysing information is crucial for providing personalised customer care, while suggesting innovative solutions demonstrates a proactive approach to addressing queries and improving overall service.
What you’ll learn
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 via telephone 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 and managing the relationship to retain customers.
Duration: 1 Day
Curriculum
Curriculum
- 5 Sections
- 20 Lessons
- 1 Day
- Unit 1: Explain the principles of impressive customer service in a specific industry and organisationEstablish rapport with a prospective customer5
- 0.0Current theories of customer service are researched to identify trends
- 0.1Case studies are analysed to identify instances of impressive customer service
- 0.2Case studies are analysed to identify instances of unacceptable customer service, and suggestions are made on how each situation could be handled differently
- 0.3The implications of poor customer service are explained from the points of view of the individual, the customer, and the organisation
- 0.4The consequences of non-compliance with an organisation’s policies and procedures in dealing with customers are explained with examples
- Unit 2: Apply knowledge of personality styles to respond appropriately to a customerMatch and advise a prospective customer to a product or service4
- 0.0Different personality styles are investigated to understand interpersonal behaviour
- 0.1Own behaviour and that of three other people are analysed to determine personality style
- 0.2Anticipated behaviour is explained for selected personality styles and scenarios, and an indication of how to respond appropriately in each situation is given
- 0.3Ways of overcoming objections or obstacles are demonstrated for at least two personality styles
- Unit 3: Analyse information to provide customer serviceGenerate choices and options for a customer4
- 0.0Information needed, to address a query, is gathered and analysed to determine an appropriate response
- 0.1Background, industry, organisation, and product knowledge are applied to ensure a comprehensive response
- 0.2The information is presented to the customer in the appropriate language, format, and style
- 0.3The consequences of providing inadequate or incomplete responses to queries are explained with examples
- Unit 4: Suggest innovative solutions to respond to queries and improve customer serviceManage client relationships to retain customers3
- 0.0The conventional responses to frequently asked questions are analysed, and suggestions are made on how the responses could be improved to enhance customer satisfaction
- 0.1The concept of ownership in customer care concerns the benefits of ownership to the individual, customer, and organisation
- 0.2An organisation’s customer service-related policies and procedures are analysed, and suggestions for possible adjustments or improvements are made
- Unit 5: Manage client relationships to retain customers4
- 1.0Reasons why an organisation would actively attempt to retain customers are identified for a specific organisation
- 1.1The concept of customer loyalty is explained with examples
- 1.2Ways in which an organisation actively attempts to retain customers is analysed for three different organisations
- 1.3The cost implications of customer management are explained with examples
Requirements
- Grade 11
- NQF Level 3
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Course Features
- Lectures 20
- Quiz 0
- Duration 1 day
- Skill level All levels
- Language English
- Students 50
- Assessments Yes