CUSTOMER SERVICE & INTERPERSONAL SKILLS
In today’s climate where competition is rife, customers are demanding that their customer service expectations are not just met, but that they are exceeded. Expectations are exceeded when you anticipate their needs and customer loyalty is built on successful customer service interactions and effective resolution of conflict situations. Exceeding their expectation will result in customer loyalty whereas mediocre service will result in them taking their business elsewhere.
Customers want to feel valued and companies are constantly exploring ways to retain their customers. Having a good relationship with your customers, whether it is internal or external customers, will provide you with immense job satisfaction.
Whatever it is that your company does, when you deliver customer service you enter into a contract with the customer, whereby they buy a product or service and you in turn “promise” to deliver a consistently efficient service. Attitude, caring, showing appreciation and willingness to serve are the most important parts of delivering valuable customer service. A great product won’t ensure customer satisfaction if employees are rude or indifferent.
Ensuring Customer Satisfaction and Competitive Practice
SAQA US 252244, NQF Level 2 - 3 Credits
The qualifying learner will be capable of:
- Explaining the relationship between business and the customer.
- Providing customer satisfaction.
- Solving problems that may lead to customer dissatisfaction.
- Displaying appropriate behaviour when interacting with customers.
- Identify and solve customer dissatisfaction issues using creative and critical thinking skills.
- Work effectively with others as members of the team in communicating with all role-players to ensure customer satisfaction.
- Organise and manage oneself and one's activities responsibly while interacting with customers.
- Communicate effectively by using language skills in the modes of oral and/or written persuasion in resolving customer related problems.
CUSTOMER SERVICE AND INTERPERSONAL SKILLS
Describe the Impact of Customer Service of a Business
SAQA US 8037, NQF Level - 6 CREDITS
On successful completion of this unit standard, the learner will be able to contribute to the cost effectiveness of the business and customer satisfaction. They will be able to demonstrate an understanding of competitive practice and customer relations based on quality service to the customer as well as to display sound business practices.
The learner will have the ability to understand, explain and apply:
- Product knowledge
- Product costing and service costing
- Client requirements and market trends in service delivery
- Principles of establishing and maintaining sound client relations (integrating appropriate communication, behaviour and conflict resolution towards customer’s satisfaction).