Recognising and understanding customer needs in a Contact Centre is crucial for providing effective service. Responding to customer needs involves addressing inquiries, issues, or requests promptly and satisfactorily to ensure a positive customer experience.
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. Responding to customer needs in a Contact Centre.
Course Content
- Customers’ needs are correctly identified through appropriate questioning and listening techniques
- A correct understanding of customers’ needs is demonstrated by applying industry special responses
- Customers’ needs are identified within company-specific timeframes
- Company-specific prompts and procedures are consistently followed
- Customer needs are responded to accurately according to company-specific requirements
- Customers are responded to in accordance with company-specific time limits and Service Level Agreements
- Responses comply with company-specific requirements
- Accuracy is confirmed by the customer
- Non-accredited: Short course only
- Duration: 1h 30m
- Delivery: Classroom/Online/Blended
- Access Period: 12 Months
