Provide information to Customers in a Contact Centre
Course Purpose: Identifying customer needs in a Contact Centre involves understanding and acknowledging customer inquiries, concerns, or requests. Providing information to customers includes furnishing relevant and accurate details to address their queries or meet their needs effectively. What you’ll learn …
Overview
Course Purpose:
Identifying customer needs in a Contact Centre involves understanding and acknowledging customer inquiries, concerns, or requests. Providing information to customers includes furnishing relevant and accurate details to address their queries or meet their needs effectively.
What you’ll learn
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 working within a Contact Centre environment, where the acquisition of competence against this standard will add value to the learner’s job. This unit standard is intended to enhance entry-level service within the Contact Centre Industry. The qualifying learner is competent in identifying customer needs in a Contact Centre. Providing information to customers.
Duration: 1 Day
Featured Course
Handle a range of customer complaints in Contact Centres
Course Content
Curriculum
Curriculum
- 2 Sections
- 10 Lessons
- 1 Day
- Unit 1: Identify customer needs in a contact centreASSESSMENT CRITERIA4
- 1.0Customers’ needs are correctly identified through appropriate questioning and listening techniques
- 1.1A correct understanding of customers’ needs is demonstrated by applying industry specific responses
- 1.2Customers’ needs are identified within company specific timeframes
- 1.3Company specific prompts and procedures are consistently followed
- Unit 2: Provide information to customersASSESSMENT CRITERIA6
- 2.0Product-specific and relevant information is accurately matched to the customers’ needs
- 2.1Information provided is current and up-to-date
- 2.2Customer-specific relevant information is provided
- 2.3Company-specific timeframes are complied with
- 2.4Escalation situations are identified and company-specific procedures are correctly followed
- 2.5Alternatives are offered to customers
Requirements
- Grade 9
- NQF Level 1
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Course Features
- Lectures 10
- Quiz 0
- Duration 1 day
- Skill level All levels
- Language English
- Students 1765
- Assessments Yes