Manage Customer Services Effectively (US 114959 & 114974 & 13930)

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US 114959:

This Unit Standard provides a broad introduction to a work environment. It is the starting point for a learner in financial services or other business environments. The focus is knowledge, skills, values and attitudes in relation to the learner’s own work context and experience of the world of work.

  • Explaining customer service.
  • Engaging in an interaction with a customer.
  • Demonstrating communication skills in responding to a customer.

 

Programme Overview.. 5

Programme entry level requirements. 5

Programme Outcomes. 5

Assessment 6

Learning map (delivery structure) 7

Learner Support 8

Module 1 Apply the basic skills of customer service.. 9

Apply the basic skills of customer service. 10

1.1 Customer service. 10

1.1.1 Concept of good customer service. 11

Ten Commandments of superior customer service relationships. 12

What Customers Want 12

Gaining a competitive edge. 14

1.1.2 Different types of customers. 16

External customers. 16

Internal customers. 17

Customer enquiries from internal and external customers. 17

1.1.3 Consequences of poor service. 18

1.1.4 Procedure for escalating queries. 19

Escalation. 20

Call Escalation Procedure. 20

Class Activity 1: Explain customer service. 20

1.2 Interact with a customer. 21

1.2.1 Open an interaction with a customer 21

Telephone skills. 22

1.2.2 Request information to clarify the customer’s need. 25

Use check-point summaries to reflect 27

Treating the client with empathy. 28

1.2.3 Use non-verbal communication clues to determine an approach to the interaction. 29

Approaching a customer to resolve conflict 34

Dealing with aggression. 34

How to take control of angry clients. 35

Being aware of diversity. 36

1.2.4 Close an interaction with the customer 37

1.3 Communication in order to respond to a customer need. 39

1.3.1 Active listening. 39

1.3.2 Identify and use keywords in a customer dialogue. 42

1.3.3 Record the main details of the customer’s needs, request, query or complaint 42

Check the entry for accuracy with the customer 42

1.4 Process a query in order to respond to a customer need. 43

1.4.1 Use information about the customer and the need to formulate a response. 44

1.4.2 Communicate the response to the customer 44

1.4.3 Escalate enquiries outside own level of authority. 45

1.4.4 Reach an agreement on follow-up actions with the customer 46

1.4.5 Give feedback on the progress of a query to the customer 46

Class Activity 2: Engage in an interaction with a customer and process a query. 47

Module 2 Monitor and control the receiving and satisfaction of visitors  48

Monitor and control the receiving and satisfaction of visitors. 49

2.1 Oversee the reception of visitors. 49

2.1.1 Receive visitors according to the organisational standards. 50

2.1.2 Process all documents/deliveries according to organisational standards. 51

2.1.3 Identify, note and record areas of non-conformance for possible remedial action. 51

Methods and techniques for monitoring and controlling personnel and operations. 54

Various Administrative Controls. 54

Delegation. 55

Evaluation. 55

2.1.4 Communicate areas of improvement to incumbents. 55

Investigate without blaming. 55

Be aware of emotional states. 55

Use open-ended questions. 56

Effective communication skills. 56

2.2 Consult with visitors according to organisational requirements. 58

Acknowledging and Greeting Visitors. 58

Manners and body language. 58

2.2.1 Consult visitors as per company policy. 59

2.2.2 Identify, note and record areas of non-compliance for remedial action. 59

Risk-based compliance has a range of benefits. 59

2.2.3 Identify and present remedial actions for implementation. 61

Coaching skills required for remedial action in relation to performance problems. 61

When to Coach Employees. 62

Managing this issue. 63

Give Constructive Feedback to Employees. 63

Offer Suggestions and Details to Improve Performance. 63

Follow Up with Employees to Gauge Improvements. 63

2.3 Monitor visitors’ satisfaction. 64

The extra mile. 64

Ask questions. 64

Learn if you can do more. 64

2.3.1 Monitor visitors’ satisfaction at pre-determined intervals. 64

2.3.2 Obtain feedback from visitors on their satisfaction. 65

2.3.3 Evaluate and analyse feedback to determine satisfaction levels. 66

2.3.4 Take the necessary steps to improve the level of satisfaction. 66

Class Activity 3: Monitor and control the receiving and satisfaction of visitors. 67

Module 3 Behave in a professional manner in a business environment.. 68

Behave in a professional manner in a business environment. 69

3.1 Know how to behave in a business environment 70

Professionalism in the workplace. 71

Apply the Company Code of Good Conduct 72

3.1.1 Describe the dress code of an organisation. 79

3.1.2 Observe the behaviour of peers and assess parameters of appropriate behaviour 80

3.1.3 Demonstrate positive listening skills. 81

Active Listening. 81

Improving your listening skills. 83

3.1.4 Explain regulations regarding smoking in the workplace. 83

Legal requirements regarding smoking in the workplace. 84

Established policy regarding smoking in the workplace. 84

3.1.5 Explain a Company Code of Good Conduct 85

The consequences of non-compliance. 86

3.1.6 Explain the concept of a work ethic. 87

Ethics is the way in which we go about doing business. 88

Ethics in business. 89

Unethical Behaviour 92

3.2 Interpret body language in a business context 93

3.2.1 Interpret non-verbal communication signals. 93

Body language can reinforce or contradict a verbal message. 94

3.2.2 Explain the role of posture and eye contact in communication. 96

Eye Contact 97

3.2.3 Demonstrate the use of a handshake as a greeting in a business setting. 98

Different handshakes in South Africa. 99

3.2.4 Explain the concept of personal space. 99

The consequences if one ignores commonly accepted business behaviour related to personal space. 100

3.2.5 Describe behaviour that could be considered as sexual harassment in the workplace. 100

How to deal with instances of sexual harassment 100

3.3 Interact with people in a business setting. 101

3.3.1 Explain the importance of first impressions in a business environment 101

How first impressions can determine subsequent behaviour 101

3.3.2 Greet visitors in keeping with established organisational culture. 103

3.3.3 Introduce people to each other in a business-like manner 103

3.3.4 Demonstrate ways of closing an interaction with a visitor or customer 105

3.3.5 Explain the importance of delivering on promises or making alternative arrangements with reference to good customer service  105

3.3.6 Demonstrate ways of behaving professionally when provoked or in difficult circumstances. 106

3.3.7 Explain the importance of confidentiality in interpersonal relationships with reference to company policy  108

Class Activity 4: Behave in a professional manner in a business environment 109

3.4 Assess own professional behaviour in a business setting. 109

3.4.1 Analyse personal behaviour in a business environment 110

3.4.2 Measure personal behaviour against own performance agreement or company standards to identify self-development needs  113

Draw up a plan to address self-development needs. 115

3.4.3 Evaluating your Success. 116

Class Activity 5: Assess own professional behaviour in a business setting. 118

Reflection. 118

Facilitator Observation Checklist 118

Summative Assessment. 119

Knowledge Questions. Error! Bookmark not defined.

Practical Activities. Error! Bookmark not defined.

Witness Testimony. Error! Bookmark not defined.

Logbook. Error! Bookmark not defined.

References and Further Reading.. 120

  • Processing a query in order to respond to a customer need.

US 114974:

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:

  • Knowing how to behave in a business environment.
  • Interpreting body language in a business context.
  • Interacting with people in a business setting.
  • Assessing own professional behaviour in a business setting.

US13930:

Learners will be learning towards obtaining a national qualification at level 3 or are working in an administrative environment, including SMME`s (Small, Medium and Micro Enterprises), where the acquisition of competence against this standard will add value to the learner`s job, or chances of finding employment.

Learners will be well positioned to extend their learning and practice into other areas in the business environment, or to strive towards professional standards and improved performance.

The qualifying learner is capable of:

  • Overseeing the reception of visitors
  • Ensuring that visitors are consulted according to organisational requirements
  • Monitoring visitors` satisfaction

 

 

 

Description

US 114959:

  • 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.

US 114974:

 

The qualifying learner is capable of:

  • Knowing how to behave in a business environment.
  • Interpreting body language in a business context.
  • Interacting with people in a business setting.
  • Assessing own professional behaviour in a business setting.

US13930:

The qualifying learner is capable of:

  • Overseeing the reception of visitors
  • Ensuring that visitors are consulted according to organisational requirements
  • Monitoring visitors` satisfaction

 

 

 

 

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