242829 Monitor the Level of Service to a Range of Customers

What is this course about?

The purpose of this unit standard is to encompass the skills needed to monitor the level of service between an organisation and its customers, both internal and external. This Unit Standard is intended for junior managers of organisations.

The qualifying learner is capable of:
- Identifying internal and external customers, where applicable.
- Explaining standards of customer service expected by the organisation.
- Measuring customer satisfaction on an ongoing basis.
- Recommending corrective action.

What is the key content covered?

NQF Level 4 - 5 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 be competent in Communication and Mathematical Literacy at NQF Level 3.

Unit standard range
- 'Customer' includes, but is not limited to, other organisations, consumer, department, general public, other areas of responsibility and government departments.
- 'Area of responsibility' includes, but is not limited to, cost centre, section, department or team.
- 'Junior managers' include, but are not limited to, team leaders, supervisors, foremen and section heads.
- 'Standard Operating Procedures' (SOPs) may comprise formal written documents or accepted practices in the organisation.
- 'Organisation' includes but is not limited to, workplace, work context, work unit, company, department or section.

Specific Outcomes and Assessment Criteria:

Specific Outcome 1
Identify internal and external customers, where applicable.

Specific Outcome 2
Explain standards of customer service expected by the organisation.

Specific Outcome 3
Measure customer satisfaction on an ongoing basis.

Specific Outcome 4
Recommend corrective action.

US ID	NQF Level	Credits	Description
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)
114974	2	2	Apply the basic skills of customer service
13930	3	4	Monitor and control the receiving and satisfaction of visitors
110082	1	6	Understand the impact of customer service on a business (Historical)
114974	2	2	Apply the basic skills of customer service
13930	3	4	Monitor and control the receiving and satisfaction of visitors

This workshop is accredited by Services SETA

Book for next workshop

Cape Town: Request Date

Johannesburg: Request Date

Durban: Request Date

Port Elizabeth: Request Date

Polokwane: Request Date

Pretoria: Request Date

Virtual Seminar: Request Date

Book Inhouse: Enquire Now

Request an Instant Quote

Contact Us

Cape Town Calendar

Johannesburg Calendar

Durban Calendar

Port Elizabeth Calendar

Polokwane Calendar

Pretoria Calendar

Virtual Calendar

Download PDF Course Outline