Customer Care

NQF Level 4 skills programme

Brief Description:

This is a NQF Level 4 skills programme that is designed for those who are in reception or sales positions, or in the tourism industry. The programme is aimed at, but not limited to, educating the participants on how to communicate with clients and suppliers from different cultural backgrounds.

Entry Level Requirements:

Communication, Mathematical Literacy and Computer Literacy at NQF Level 3 and/or Grade 11.

Target Market:

This programme is intended for receptionists, sales clerks, switchboard operators, call centre operatives or anyone in the tourism industry.

Duration:

The programme consists of 4 days of training, either online or classroom based. A total of 160 notional hours must be accounted for to be declared competent for this skills programme.

Cost from R4 200 per learner

(Terms & Conditions Apply)

Programme Content:  

Unit Std Unit Standard Title Credits
7791 Display cultural awareness in dealing with customers and colleagues 4 credits
13928 Monitor and control reception area 4
7790 Process incoming and outgoing telephone calls 3
242829 Monitor the level of service to a range of customers 5

Exit Outcomes:

The competent learner will be capable of:

  • Explaining the importance of being knowledgeable about the culture of overseas visitors.
  • Explaining the importance of awareness of communication.
  • Describing steps to prevent or resolve misunderstandings between visitors and staff.
  • Identifying South Africa’s main international tourist groups.
  • Interacting with tourists, always using appropriate verbal and non-verbal communication.
  • Using the telephone effectively
  • Deciding to disclose information or not to, in accordance with organisational requirements.
  • Taking and transferring incoming calls and messages.
  • Describing methods for dealing with abusive callers and emergency situations, in accordance with organisational requirements.
  • Monitoring the maintenance of a clean and safe reception area, as per organisational standards
  • Monitoring the presentation of a reception area
  • Identifying internal and external customers, where applicable.
  • Explaining standards of customer service expected by the organisation.
  • Measuring customer satisfaction on an ongoing basis.

Recommending corrective action.

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