Build customer relations in an operational unit
Course Purpose Creating positive customer perceptions entails shaping favorable opinions through interactions and services. Interacting with customers effectively and resolving complaints are crucial skills in maintaining positive relationships and enhancing customer satisfaction. What you’ll learn This unit standard is aimed …
Overview
Course Purpose
Creating positive customer perceptions entails shaping favorable opinions through interactions and services. Interacting with customers effectively and resolving complaints are crucial skills in maintaining positive relationships and enhancing customer satisfaction.
What you’ll learn
This unit standard is aimed at people who interact with customers at the level where they are expected to be able to answer the majority of customer queries and resolve customer complaints. These persons might have to direct queries and complaints to the appropriate contact persons in or outside the organisation to resolve customer complaints. Throughout these interactions these people will enhance the customers’ experience and the image of the operational unit. These persons are also able to identify and handle different types of customer behaviours in their operational unit in their area of work.
Duration: 1 Day
Curriculum
Curriculum
- 4 Sections
- 12 Lessons
- 1 Day
- Unit 1: Explain customer behaviour.ASSESSMENT CRITERIA3
- 0.0The range of basic customer behaviour patterns are explained in terms of their service expectations.
- 0.1Appropriate methods for dealing with different behaviour patterns are explained as they apply to the behaviour of customers of the operational unit.
- 0.2The application of the organisation’s service policy is explained in relation to the different customer behaviour patterns.
- Unit 2: Create positive customer perceptions.ASSESSMENT CRITERIA3
- 0.0The impact of customer perceptions is explained in terms of the result on the organisation’s bottom line.
- 0.1The environmental factors that will create positive and/or negative perceptions are described in relation to the customer profile of the business.
- 0.2The factors that need to be considered in order to build a positive customer experience of the business are described within own area of responsibility.
- Unit 3: Interact with customers.ASSESSMENT CRITERIA3
- 0.0The impact of personal interaction with customers is explained in terms of the operational unit.
- 0.1A personal checklist for customer interaction is developed according to organisational policy and generally accepted customer service behaviours in own area of work.
- 0.2The customer is interacted with in accordance with organisational guidelines
- Unit 4: Resolve customer complaints.ASSESSMENT CRITERIA3
- 1.0Procedures for dealing with customer complaints are explained as they apply to the operational unit.
- 1.1Customer complaints are handled according to organisational policies and procedures.
- 1.2Resources to help resolve customer’s complaints are identified according to organisational policies and procedures.
Requirements
- Grade 10
- NQF Level 2
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Course Features
- Lectures 12
- Quiz 0
- Duration 1 day
- Skill level All levels
- Language English
- Students 1059
- Assessments Yes