This skills programme is aimed at people who interact with customers at the level where they are expected to be able to answer some customer queries and resolve customer complaints. These persons are also able to identify and handle different types of customer behaviours in their operational unit in their area of work. Persons credited with the unit standards in this skills programme demonstrate an understanding of and can implement customer service standards and can operate in a number of contexts some of which may be non-routine. They also demonstrate the ability to make comparisons and interpret available information. Learners completing this skills programme will also be capable of understanding the factors that impact on the bottom line of a Wholesale and Retail (W&R) business/unit. This underpinning knowledge will direct the learner to their role as it relates to the unit achieving its objectives and will form the basis for practice in operations.
NQF Level: 3