Course detail

Handle complaints and problems

The purpose of this unit standard is to equip learners with the necessary skills, knowledge and attitudes that will enable them to handle customer complaints in a given environment or area of responsibility. This unit standard is to provide persons with the competencies to deal with customers, understand their complaints and use various strategies to resolve complaints. A person credited with this unit standard will be able to: Assess customer needs and complaints. Respond to customer inquiries

Course code: US-244179

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Overview

What this course is designed to deliver.

The purpose of this unit standard is to equip learners with the necessary skills, knowledge and attitudes that will enable them to handle customer complaints in a given environment or area of responsibility. This unit standard is to provide persons with the competencies to deal with customers, understand their complaints and use various strategies to resolve complaints. A person credited with this unit standard will be able to: Assess customer needs and complaints. Respond to customer inquiries and problems. Communicate with customer to resolve problems and complaints. Assess customer needs and complaints. ASSESSMENT CRITERIA Respond to customer enquiries and problems. ASSESSMENT CRITERIA Build and maintain customer relationships. ASSESSMENT CRITERIA

Who should attend: The purpose of this unit standard is to equip learners with the necessary skills, knowledge and attitudes that will enable them to handle customer complaints in a given environment or area of responsibility. This unit standard is to provide

Learning outcomes: - Assess customer needs and complaints. ASSESSMENT CRITERIA - Respond to customer enquiries and problems. ASSESSMENT CRITERIA - Build and maintain customer relationships. ASSESSMENT CRITERIA

Prerequisites

What learners should have in place first.

Communication at NQF Level 2 or equivalent. Mathematical Literacy at NQF Level 2 or equivalent.

Progression value

What this course unlocks next.

Progression information will be expanded as pathway relationships are published.

Course facts

Operational and catalogue positioning.

Course code: US-244179

Certification

Completion and compliance context.

SAQA Unit Standard 244179, NQF Level 03. Source: South African Qualifications Authority.

Certificate type: Unit standard

Awarding body: SAQA

Unit standard code: 244179

NQF level: 03

Credits: 6.00

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