| Name: |
Importance of Customer Service in the Wholesale and Retail environment. |
| Unit Standard: |
US 259938 |
| Description: |
The purpose of this unit standard is the establishment of a foundational understanding of the importance of customer service in the Wholesale and Retail environment. |
| Accredited: |
Accredited with WR SETA |
| Credits: |
Total of 5 Credit |
| NQF Level: |
NQF Level 1 |
| Cost: |
Contact for detail: including catering, courseware, support and POE assessment. |
| Entry Requirement: |
-Learners required to be on a basic NQF level1, Numeric and Literacy level
-Minimum experience of 15 days in the workplace.
-No other experience required for entry level. |
| Target Group: |
Learners found competent against this unit standard will be able to:
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Recognise and describe the importance of customer service in a Wholesale and Retail environment.
Identify good customer service standards.
Illustrate the handling of basic customer queries.
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| Duration: |
2 Days + POE Building Day 1 – Theoretical learning (Principals of planning and delivery facilitation)Day 2 – Assessment and Formative Assessments
POE – Learner complete workbook and additional tasks as part of his/her portfolio of evidence. |
| Certification: |
- Certificate of Attendance – on completion of the 2 day course.- Certificate and Letter of competence in the Unit Standard – On assessment of POE.- Registration and Competence Certificate issues by WRSETA |
| Learner Material: |
Learners will receive the following learning materials:- Learners guide- Workbook and Portfolio guide
- Additional resources – where required. |
| Assessment Strategy: |
Learners are required to apply skills and knowledge obtained on the course in the workplace. As learners apply these skills, they produce evidence, which needs to be compiled into a portfolio of evidence (POE). This POE is submitted to Trainyoucan for assessment.Learners will receive a workbook and portfolio guide, which will guide them thorough the process. Any additional resources required will be provided by Trainyoucan to the learner, free of charge. |
| Learner Support: |
-Learners will have access to additional learning resources on the Trainyoucan Website.-Learner receives unlimited (Free) Support through telephone, email, chat or skype.-No hidden cost or additional charges! |
| Learning Outcomes: |
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Customer service concepts.
Customer service requirements.
Difference between internal and external customers.
The term "Moments of Truth" as used in the industry.
Effective listening skills.
Effective questioning skills.
Handling of basic complaints.
Importance of customer service.
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