Aligned to SAQA Unit Standard 114974
Apply the Basic Skills of Customer Service
NQF Level: 2
Credits: 02
Course Content
Course Introduction
Introduction to Customer Service
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Course Introduction
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Session 1: Explain customer service in a financial services environment
Introduction to Session: 1
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Lesson: 1 The Concept of Good Customer Service
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Lesson 2: Identifying Different Types of Customers
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Lesson 3: The Consequences of Poor Service
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Lesson 4: The Procedure for Escalating Queries
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Video – How Does Customer Experience Affect Financial Services
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Session 2: Engage in an interaction with a customer
Introduction to Session: 2
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Lesson 5: Opening an Interaction with a Customer
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Lesson 6: Requesting Information to Clarify the Customer’s Need
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Lesson 7: Identifying and Confirming the Customer’s Needs
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Lesson 8: Using Non-Verbal Communication to Guide Customer Interactions
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Lesson 9: Closing an Interaction with a Customer
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Video – Poor vs Great Customer Service
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Session 3: Demonstrate communication skills in order to respond to a customer need
Introduction to Session: 3
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Lesson 10: Demonstrating Active Listening Skills
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Lesson 11: Keywords are identified in a customer dialogue and used to formulate an appropriate response.
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