Identifying customer needs in a Contact Centre involves understanding and acknowledging customer inquiries, concerns, or requests. Providing information to customers includes furnishing relevant and accurate details to address their queries or meet their needs effectively.
This unit standard forms part of the qualification, National Certificate in Contact Centre Support at NQF Level 2. Learners working towards this unit standard will be learning towards the full qualification or working within a Contact Centre environment, where the acquisition of competence against this standard will add value to the learner’s job. This unit standard is intended to enhance entry-level service within the Contact Centre Industry. The qualifying learner is competent in identifying customer needs in a Contact Centre. Providing information to customers.
Course Content
- Customers’ needs are correctly identified through appropriate questioning and listening techniques
- A correct understanding of customers’ needs is demonstrated by applying industry specific responses
- Customers’ needs are identified within company specific timeframes
- Company specific prompts and procedures are consistently followed
- Product-specific and relevant information is accurately matched to the customers’ needs
- Information provided is current and up-to-date
- Customer-specific relevant information is provided
- Company-specific timeframes are complied with
- Escalation situations are identified and company-specific procedures are correctly followed
- Alternatives are offered to customers
- Administrative information, which should be kept confidential, is identified in accordance with legal, company and industry requirements and practices.
- Systems are developed to keep administrative information and records confidential and maintain the secrecy of such information as required legally and by the company.
- Mandates for access to confidential information are identified for administrative and other staff according to their job role
- Procedures, which are in alignment with legislative and organisational requirements, are developed for the administrative systems.
- The procedure for each element of the administration system is explained to employees in line with the policies developed.
- The policies and procedures are collated into a written manual in company-specific format.
- Non-accredited: Short course only
- Duration: 1h 30m
- Delivery: Classroom/Online/Blended
- Access Period: 12 Months
