FUNDAMENTALS OF CUSTOMER SERVICE AND ASSERTIVENESS

This Unit Standard will be useful for learners who deal with the public, customers, internal and external clients, intermediaries, learners in call centres, walk in service centres, enquiries counters and marketing and learners who communicate with customers either telephonically or face to face. The following outcomes are envisaged in this module: • Explaining the principles of impressive customer service in the context of a specific industry and organisation. • Applying knowledge of personality styles to respond appropriately to a customer. • Analysing information in order to provide customer service. • Suggesting innovative solutions to respond to queries and improve customer service. • Managing the relationship to retain customers.