Customer Service Training

9302: Access information in order to respond to client enquiries in a financial services environment, NQF Level 3, 2 Credits

10054: Identify and manage areas of customer service impact, NQF Level 5, 6 Credits

10067: Develop customer needs and relationships, NQF Level 5, 16 Credits

10313: Comply with service levels as set out in a Contact Centre Operation, NQF Level 4, 10 Credits

10327: Provide coaching to personnel within a Contact Centre, NQF Level 4, 10 Credits

10348: Identify and respond to customer needs in a Contact Centre, NQF Level 2, 12 Credits

13882: Monitor and maintain quality within Contact Centres, NQF Level 6, 12 Credits

14359: Behave in a professional manner in a business environment, NQF Level 2, 5 Credits

114974: Apply the basic skills of customer service, NQF Level 2, 2 Credits

119676: Apply the skills of customer care in a specific work environment, NQF Level 4, 4 Credits

242829: Monitor the level of service to a range of customers, NQF Level 4, 5 Credits

252210: Handle a range of customer complaints, NQF Level 4, 4 Credits

 

 

RETAIL – SALES ETIQUETTE

A  bad habit that is happening more and more is: Interference

 

For customers, there is nothing so confusing and distrusting as when a conversation between a client and salesperson is interrupted by a third party who allegedly knows better. This puts the salesperson in an embarrassing situation that undermines his or her confidence, and is a breeding ground for conflict.

 

For customers, it is also a problem. They immediately begin to doubt the skills and knowledge of the person serving them and find volunteered information confusing. A customer at ease is often easier to convince than one who is confused and uncertain [A customer at ease is easier to please].

 

You are therefore requested not to interfere when a salesperson is busy with a customer – not even with your jokes, stories or own experiences. Only managers are exempted from this, because managers are in a position of authority. Managers are expected to act responsibly. When a manager interferes, customers usually experience it positively.

 

Vertical interference from top to bottom is acceptable. Horizontal interference and vertical interference from bottom to top is strictly prohibited. Respect your colleagues!

 

If you feel that something is wrong and that it requires urgent attention or correction, simply convey it immediately to the manager. Otherwise discuss it afterwards to the benefit of all.

 

Everyone must wear their name tags that display their status. This also applies to managers.

 

- Contributed by J G Van Zyl