Understand the impact of customer service on a business  

(This Unit Standard course is aligned to: General Education and Training Certificate:  Business Practice)

SAQA I.D. 61755 NQF Level: NQF Level 01

Unit Standard: 110082

Number of credits:  6

Non- Accredited Unit Standard

The above unit standard is not offered as a stand alone  accredited course for the accredited version of business writing please refer to Customer Service Excellence Course – Accredited

This unit standard is not offered as an accredited course in isolation- it is either offered as a non-accredited course or as part of:

• Qualification Title: General Education and Training Certificate: Business Practice SAQA I.D. 61755 NQF Level: NQF Level 01 

Introduction

BOTI offers customer service courses, customer service training programs and customer service skills training.  Book your seat now on BOTI’s Unit Standard course:  Understand the impact of customer service on a business.  BOTI offers business training programmes across South Africa.

Course outline

Individuals credited with this standard will be able to effectively interact with customers to the benefit of the business.

The following elements are covered:

• The importance of the customer to the business can be explained
• The role of the individual a s a team member in meeting customer needs is identified and demonstrated.
• Two types of customer can be identified and defined.
• The role of the business in meeting the customer`s needs can be described.
• The chain of customer service is understood and described.
• “Moments of truth” (Importance of every contact with clients/customers) are understood and explained.
• Personal performance against set standards and values is measured.
• The learner can understand and explain their role in the chain and the `moments of truth”.
• Problems are identified at an initial stage.
• The role of the learner in meeting the needs and expectations of customers is explained.
• Personal problem solving abilities are assessed.
• The threat from competition is understood and explained.
• Appropriate action is taken to resolve the problems.
• Customer reaction to difficult situations is acknowledged.
• Methods to help in personal problem solving are developed.
• Follow up action is taken by the learner to ensure the customer complaint is addressed.
• Customer complaints are addressed sensitively and courteously

Prior learning requirements

• Identify and Discuss different types of businesses and their legal implications
• ABET 4/ NQF level 1/ GETC

Unit standard range

This Unit Standard will apply across any business.

BOTI offers customer service courses, customer service training programs and customer service skills training.  Book your seat now on BOTI’s Unit Standard course:  Understand the impact of customer service on a business.  BOTI offers business training programmes across South Africa.

Course outcomes

• Demonstrate the ability to effectively handle problems that would lead to customer dissatisfaction.
• Define and provide customer satisfaction.
• Display acceptable behaviour when interacting with customers.
• Explain the relationship between the business and the customer.

Understand the impact of customer service on a business

SAQA I.D. 62755 NQF Level: NQF Level 01

Unit Standard:  110082

Course duration

3 days

BOTI offers customer service courses, customer service training programs and customer service skills training.  Book your seat now on BOTI’s Unit Standard course:  Understand the impact of customer service on a business.  BOTI offers business training programmes across South Africa.

Who should attend:  Understand the impact of customer service on a business course

This course is aimed at individuals who wish to enhance their skills on how to understand and provide high standards of customer service.

**Quote does not include Any Exam Fees (if applicable)

IMPORTANT ACTION: Do Not Wait To Improve Your Skills.  

Book Now By Completing Online Booking Form / Customised Proposal or Obtain Approval For Your Already Received Customised Proposal

Non- Accredited Unit Standard

The above unit standard is not offered as a stand alone  accredited course for the accredited version of business writing please refer to Customer Service Excellence Course – Accredited