114974 Apply the Basic Skills of Customer Service

What is this course about?

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.

What is the key content covered?

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.

US ID	NQF Level	Credits	Description
110082	1	6	Understand the impact of customer service on a business
113924	2	2	Apply basic business ethics in a work environment
114959	2	4	Behave in a professional manner in a business environment
12537	1	4	Identify personal values and ethics in the workplace (Historical)
242815	4	5	Apply the organisations code of conduct in a work environment
243193	1	4	Practice good health and grooming habits (Historical)
252042	5	5	Apply the principles of ethics to improve organisational culture
110082	1	6	Understand the impact of customer service on a business (Historical)
13930	3	4	Monitor and control the receiving and satisfaction of visitors
242829	4	5	Monitor the level of service to a range of customers
10354	2	8	Contribute to a diverse working environment in a contact centre. Staff Training Unique Content
110082	1	6	Understand the impact of customer service on a business (Historical)
13930	3	4	Monitor and control the receiving and satisfaction of visitors
242829	4	5	Monitor the level of service to a range of customers

This workshop is accredited by Services SETA

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