Describing customer service, participating in interactions with customers, showcasing communication skills in customer responses, and efficiently processing queries to address customer needs are key elements in providing effective customer service.

This unit standard provides a broad introduction to customer services and includes internal and external customers. The focus is knowledge, skills, values and attitudes in relation to the learner’s context and experience of the world of work. The qualifying learner is capable of explaining customer service. Engaging in an interaction with a customer. Demonstrating communication skills in responding to a customer. Processing a query to respond to a customer need.

Course Content

  • The concept of good customer service is explained with reference to a business sector and an organisation’s competitive edge.
  • Different types of customers are identified within a specific organisation.
  • The consequences of poor service are identified with reference to the customer, the employee and the organisation.
  • The procedure for escalating queries is explained with reference to own limit of authority.
  • An interaction with a customer is opened with reference to an organisation’s internal standards.
  • Information is requested to clarify the need.
  • The customer’s needs are identified and reflected back to the customer to confirm understanding
  • Non-verbal communication clues are used to determine an approach to the interaction.
  • An interaction is closed with reference to an organisation’s internal standards.
  • Active listening skills are demonstrated in three different customer service interactions.
  • Keywords are identified in a customer dialogue and used to formulate an appropriate response.
  • The main details of the customer’s needs, request, query or complaint are recorded and the entry is checked for accuracy with the customer.
  • Information about the customer and the need is used to formulate an appropriate response.
  • The response is communicated to the customer using appropriate language.
  • Enquiries outside own level of authority are escalated to the appropriate party.
  • An agreement on follow up actions is reached with the customer.
  • Feedback on the progress of a query is given to the customer.
  • Non-accredited: Short course only  
  • Duration: 1h 30m
  • Delivery: Classroom/Online/Blended
  • Access Period: 12 Months 
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