Customer Care

The course is based on the new SAQA-registered unit standards, NQF Level 2; 13 Credits:
- Interact with customers
Resolve customers queries/complaints

This program encompasses the skills, knowledge and attitudes required to deliver service to customers. It entails being able to communicate effectively with customers, respond to their complaints, receive and process sales orders and identify customer special requirements.

Entry Requirements: 

This qualification is aimed at individuals entering the sector for the first time, informal / business owners as well as within individuals working in entry level occupations in the sector.

Duration: 

Four days

What’s in it for the learner?: 

In just four days you will learn about:

  • Approaching a customer
  • Bidding a customer farewell
  • Handling a complaint regarding a purchase
  • Handling a complaint regarding service
  • Processing a sales order
  • Determining if a customer requires additional help
  • Answer questions about work procedures and/or conventions for each of the following:
  • handling complaints
  • processing customer orders
  • accessing additional services for customers
Workshop Methodology: 

Interactive workshop to familiarise learners with concepts, processes and issues.
For final certification, the learner will need to demonstrate his/her ability to relate to customers and to deal with their complaints and enquiries in an appropriate manner.

Assessments: 

Will be conducted during the workshop by means of observation.
On completion of the workshop the learner will have to submit a portfolio for assessment.

On completion of the workshop: 

On completion of this course you will be able to identify the standards for customer service, present a positive image to the customer, respond to customer enquiries in a positive manner, demonstrate an understanding of customer complaints/enquiries, resolve customer complaints/enquiries, interact with internal/external resources and authorize escalated transactions.