SHORT LEARNING PROGRAMME: CUSTOMER SERVICE

NQF LEVEL 4

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PURPOSE OF THE PROGRAMME

This programme is intended for people working in a customer related- or service environment. It focuses on developing a person’s ability to identify customer complaints and assist in the solving of a problem while finding possible solutions. The focus will also be on communicating effectively and provide practical business solutions as well as to explain the benefits of customer service they are able to initiate contact with customers, maintain contact with them, administer the contact with customers to ensure effectiveness.

METHOD OF ASSESSMENT

Informal assessment will be conducted during the training to obtain a Certificate of Attendance.

LEARNING OUTCOMES

A person who completed this skills programme, will have gained more information to be able to:

Identifying customer’s problem and committing to solving the customer complaint
Arranging correct planning and solution to the customer’s problems
Communicating with all stakeholders
Providing practical business solutions
Explaining the benefits of customer liaison
Initiating and maintaining contact with a range of customers
Administering contact with a range of customers
Monitoring the recording of customer’s order verbally
Monitoring the acceptance and recording of customers’ written order
Monitoring the completion and administering order procedures and documentation
Monitoring the confirmation and distribution of orders
Ensuring sales teams follow up on orders placed
Ensuring overall customer satisfaction and relationships

This Short Learning Programme is aligned to the following unit standard:

UNIT STANDARD NUMBER	TITLE	NQF LEVEL	CREDITS
252210	Handle a range of customer complaints	4	4
252218	Liaise with a range of customers of a business	4	4
252214	Conduct follow-up with customers to evaluate satisfaction levels	4	6