ACCREDITED SKILLS PROGRAMME

Duration

6 hours. Training times can be arranged according to your date and time requirements.

Who Should Attend

This programme is intended for Junior Managers of organisations who wish to learn and/or improve their Customer Care skills.

Prerequisites

Learners must be competent in Computer Literacy, Mathematical Literacy and Communications at NQF Level 3 or equivalent.

Delivery Method

This programme can be delivered on-site at your premises or virtually.

Learning Outcomes

Unit Standard: 242829 (5 credits)

Identify Internal and External Customers, where Applicable

• The supply chain of the organisation is explained, with examples.
• The internal or external customers of the team leader's work unit are identified, with examples.

Explain Standards of Customer Service Expected by the Organisation

• Key performance areas for the team regarding customer service are explained, according to organisational requirements.
• The importance of maintaining and achieving customer service levels are explained, with examples.
• The consequences of poor service on the organisation's objectives are explained, with examples.

Measure Customer Satisfaction on an Ongoing Basis

• Key performance areas are measured against organisational standards.
• Information is recorded regarding performance against accepted standards.

Recommend Corrective Action

• Feedback on performance is provided to team members, according to Standard Operating Procedures.
• Corrective action is identified, if required, and recommendations are made to line management.