NOTE TO LEARNER

At the end of this unit standard you will be able to Identify and manage areas of customer service impact

Purpose:

This unit standard forms part of the qualification, National Diploma in Contact Centre Management at NQF Level 5. Learners working towards this unit standard will be learning towards the full qualification, or will be working within a Contact Centre environment, where the acquisition of competence against this standard will add value to learner`s job.

Specific outcome: 

You will have to understand and be able to explain the following specific outcomes for this Unit Standard: 

Identifying "touch points" of customers.

Determining solutions in areas of customer service.

Actioning changes or improving areas of customer service

Learning assumed to be in place:

• Numeracy at NQF Level 1 or equivalent.
• English, verbal and written communication at NQF Level 2 or equivalent.

Prerequisites to this Learning guide                                         None

Equipment needed:

Learning material, Learner workbook, Pen, Ruler

PLEASE NOTE: THE USE OF PENCILS OR TIPPEX IS NOT ALLOWED. IF YOU USE A PENCIL THE VALIDITY OF YOUR WORK COULD BE QUESTIONABLE, AND THIS COULD LEAD TO FRAUD.

Resources (selective resources might be used, depending on the facilitator and venue circumstances), one or all of the following can be used:

·         Your facilitator/mentor

·         Visual aids

·         White board

·         Flip chart

·         Equipment

·         Training venue

ID 20908 LEVEL 5 – CREDITS 243