Creating positive customer perceptions entails shaping favorable opinions through interactions and services. Interacting with customers effectively and resolving complaints are crucial skills in maintaining positive relationships and enhancing customer satisfaction.
This unit standard is aimed at people who interact with customers at the level where they are expected to be able to answer the majority of customer queries and resolve customer complaints. These persons might have to direct queries and complaints to the appropriate contact persons in or outside the organisation to resolve customer complaints. Throughout these interactions these people will enhance the customers’ experience and the image of the operational unit. These persons are also able to identify and handle different types of customer behaviours in their operational unit in their area of work.
Course Content
- The range of basic customer behaviour patterns is explained in terms of their service expectations
- Appropriate methods for dealing with different behaviour patterns are explained as they apply to the behaviour of customers of the operational unit
- The application of the organisation’s service policy is explained in relation to the different customer behaviour patterns
- The impact of customer perceptions is explained in terms of the result on the organisation’s bottom line
- The environmental factors that will create positive and/or negative perceptions are described in relation to the customer profile of the business
- The factors that need to be considered in order to build a positive customer experience of the business are described within your own area of responsibility
- The impact of personal interaction with customers is explained in terms of the operational unit
- A personal checklist for customer interaction is developed according to organisational policy and generally accepted customer service behaviours in one’s own area of work
- The customer is interacted with in accordance with organisational guidelines
- Procedures for dealing with customer complaints are explained as they apply to the operational unit
- Customer complaints are handled according to organisational policies and procedures
- Resources to help resolve customer’s complaints are identified according to organisational policies and procedures
- Non-accredited: Short course only
- Duration: 1h 30m
- Delivery: Classroom/Online/Blended
- Access Period: 12 Months
