Collect and Record Information from clients Online Course

Query Handling & Information Recording - Online TAP Course

Learn how to effectively collect, log, and manage customer queries and service requests. This course provides practical training in data collection techniques, customer communication, and accurate recordkeeping. Master the process of logging queries using CRM systems, verifying customer details, categorizing requests, and escalating unresolved issues.

Perfect for businesses and teams looking to improve customer experience (CX), reduce response times, and streamline service operations through accurate information handling.

What is Customer Query and Request Handling?
Handling customer queries involves gathering and documenting customer issues, questions, or requests in a professional and efficient manner. This course covers:

  • Identifying and understanding different types of customer requests

  • Gathering accurate customer information and verifying details

  • Using systems to log and track interactions

  • Following standard operating procedures (SOPs) for query resolution

  • Escalating complex queries to the appropriate teams

  • Ensuring compliance with data protection and company policies

You’ll gain insight into how clear communication and effective data entry improve operational efficiency and customer retention.

Who Should Take This Course?
This course is ideal for:

  • Contact centre agents and customer service representatives

  • Frontline staff in retail, hospitality, or financial services

  • Administrative support workers

  • Help desk and IT support teams

  • Anyone involved in capturing customer feedback or requests

By the end of this course, you’ll know how to professionally manage and record customer interactions, maintain accurate customer records, and support a responsive service environment. You’ll also understand how your role contributes to overall customer satisfaction and organizational success.

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 capable of eliciting information from customers. Offering information to others. Recording information from customers. Referring to escalating requirements.

Course Content

  • The information elicited is accurate and specific to the customer’s requirements 
  • Information is elicited within company-specific timeframes
  • Information is consistent and logical and is presented with clarity
  • Information complies with company-specific requirements and formats
  • Information is offered within company-specific timeframes
 
  • Information is repeated to the customer to ensure the information has been accurately recorded 
  • Information is recorded within company-specific timeframes 
  • The information recorded is relevant and consistent with company-specific formats and requirements
  • Escalation situations are correctly identified
  • Escalations are conducted correctly according to company-specific procedures and guidelines
  • Customers are informed of the escalation of their specific requirements and the timeframes within which this will occur
  • Non-accredited: Short course only  
  • Duration: 1h 30m
  • Delivery: Classroom/Online/Blended
  • Access Period: 12 Months 
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