(NQF Level 1 – US 252244)

This course establishes a foundational understanding of the importance and the impact of customer service.

A learner will cover the following topics:

• 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.

The course consists of the following lessons:

• Lesson 1 – What is customer service?
• Lesson 2 – Who are our customers
• Lesson 3 – Role of Individuals in Customer Service
• Lesson 4 – Business and Customer Service
• Lesson 5 – Customer Satisfaction
• Lesson 6 – Impact of Business Competition
• Lesson 7 - Personal Performance and Organisational Standards
• Lesson 8 - Problem Solving
• Lesson 9 - Dealing with Customers
• Lesson 10 - Role of Organisation’s Representative