MONITOR HANDLING OF CUSTOMERS BY FRONTLINE CUSTOMER SERVICE
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| PURPOSE OF THE UNIT STANDARD |
This unit standard is a core standard and forms part of the qualification, National Diploma, and is registered at Level 5 on the National Qualifications Framework (NQF). Learners working towards this standard will be learning towards the full qualification, or will be working within a Marketing Environment, specialising in either Marketing Communication, Marketing Management, Market Research or Customer Management, where the acquisition of competence against this standard will add value to one's job.
This standard will also add value to learners who are starting their own business and recognises that Marketing forms an integral component of any business.
The qualifying learner is capable of:
- Monitoring interaction between customer service providers and the customer
- Monitoring the customer's satisfaction
- Monitoring key performance areas
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| LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING |
- Learners accessing this qualification will have demonstrated competence against the standards in the National Certificate in Marketing, Marketing Communication or Marketing Research or Marketing Management or Customer Management or equivalent at NQF Level 4.
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- Marketing including all forms of marketing communications, direct marketing and relationship marketing, sponsorship, event marketing, sales promotions, public relations and alternative strategies.
- Standard applies to marketing management, customer management, marketing communications and marketing research.
- Key performance areas including key result areas, key performance indicators, targets, goals and objectives.
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