Customer Care Training
in Services SETA
3.50
(1 Ratings)
Created by
Ntombenhle Thombeni
About this course
Apply the skills of customer care in a specific work environment |
| SAQA US ID | UNIT STANDARD TITLE | |||
| 119676 | Apply the skills of customer care in a specific work environment | |||
| ORIGINATOR | ||||
| SGB Insurance and Investment | ||||
| PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY | ||||
| - | ||||
| FIELD | SUBFIELD | |||
| Field 03 - Business, Commerce and Management Studies | Finance, Economics and Accounting | |||
| ABET BAND | UNIT STANDARD TYPE | PRE-2009 NQF LEVEL | NQF LEVEL | CREDITS |
| Undefined | Regular | Level 4 | NQF Level 04 | 4 |
| REGISTRATION STATUS | REGISTRATION START DATE | REGISTRATION END DATE | SAQA DECISION NUMBER | |
| Reregistered | 2018-07-01 | 2023-06-30 | SAQA 06120/18 | |
| LAST DATE FOR ENROLMENT | LAST DATE FOR ACHIEVEMENT | |||
| 2024-06-30 | 2027-06-30 | |||
| In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise. |
This unit standard does not replace any other unit standard and is not replaced by any other unit standard. |
| PURPOSE OF THE UNIT STANDARD |
| This Unit Standard will be useful for learners who deal with the public, customers, internal and external clients, intermediaries, learners in call centres, walk in service centres, enquiries counters and marketing and learners who communicate with customers either telephonically or face to face. The qualifying learner is capable of: |
| LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING |
| UNIT STANDARD RANGE |
| The typical scope of this Unit Standard is: |
| Specific Outcomes and Assessment Criteria: |
| SPECIFIC OUTCOME 1 |
| Explain the principles of impressive customer service in the context of a specific industry and organisation. |
ASSESSMENT CRITERIA |
| ASSESSMENT CRITERION 1 |
| Current theories of customer service are researched in order to identify trends. |
| ASSESSMENT CRITERION 2 |
| Case studies are analysed to identify instances of impressive customer service. |
| ASSESSMENT CRITERION 3 |
| Case studies are analysed to identify instances of unacceptable customer service and suggestions are made as to how each situation could be handled differently. |
| ASSESSMENT CRITERION 4 |
| The implications of poor customer service are explained from the point of view of the individual, the customer and the organisation. |
| ASSESSMENT CRITERION 5 |
| The consequences of non-compliance with an organisation's policies and procedures in dealing with customers are explained with examples. |
| SPECIFIC OUTCOME 2 |
| Apply knowledge of personality styles to respond appropriately to a customer. |
ASSESSMENT CRITERIA |
| ASSESSMENT CRITERION 1 |
| Different personality styles are investigated in order to understand interpersonal behaviour. |
| ASSESSMENT CRITERION 2 |
| Own behaviour and that of three other people are analysed to determine personality style. |
| ASSESSMENT CRITERION 3 |
| Anticipated behaviour is explained for selected personality styles and scenarios and an indication is given of how to respond appropriately in each situation. |
| ASSESSMENT CRITERION 4 |
| Ways of overcoming objections or obstacles are demonstrated for at least two personality styles. |
| SPECIFIC OUTCOME 3 |
| Analyse information in order to provide customer service |
Comments (0)
3.50
1 Reviews
Reviews (1)
Andrew Chakane
17 Mar 2022 | 21:08
My view of the app (SkillsApp) is that it is a brilliant technology platform for facilitation, especially now that most people feel that facilitation/ training may become obsolete because it cannot be done online, well this is proof that it can be done - well done. However teething problem may be a threat to the success of this platform, attention to detail is key.
