114974 Apply the Basic Skills of Customer Service

This Unit Standard provides a broad introduction to customer services and includes both internal and external customers. The focus is knowledge, skills, values and attitudes in relation to the learner's own context and experience of the world of work.

The qualifying learner is capable of:
- Explaining customer service.
- Engaging in an interaction with a customer.
- Demonstrating communication skills in responding to a customer.
- Processing a query in order to respond to a customer need.

NQF Level 2 - 2 Credits

This unit standard replaces:
This unit standard does not replace any other unit standard and is not replaced by any other unit standard.

Learning assumed to be in place and recognition of prior learning
Learners should:
- Hold a GETC or equivalent qualification.
- Be competent in communication and mathematical literacy NQF level 1.

Unit standard range

Specific Outcomes and Assessment Criteria:

Specific Outcome 1
Explain customer service in a financial services environment.

Specific Outcome 2
Engage in an interaction with a customer.

Specific Outcome 3
Demonstrate communication skills in order to respond to a customer need.

Specific Outcome 4
Process a query in order to respond to a customer need.

Every workshop we publish is also delivered in-house — at your premises anywhere in South Africa and beyond, at one of our venues, or live online. Before we deliver, our course designers can adapt 114974 Apply the Basic Skills of Customer Service to your team: your industry’s examples in the case work, your real challenges in the exercises, your operational rhythm in the schedule. We meet you, agree the outline together, and only then do you place the order.

In-house rates drop per delegate as the group grows — for larger teams it is usually the more affordable option as well as the better-fitting one.