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What Will I Learn?
- Demonstrate personal skills required for positions involving customer contact
- Personal hygiene and grooming skills are identified and used in accordance with organisational requirements
- Communication skills are identified and used in accordance with organisational requirements
- Positive attitudes are used in accordance with organisational requirements
- Greet and attend to customer enquiries face-to-face
- The customer is greeted in accordance with organisational requirements
- Communication skills are demonstrated in accordance with organisational requirements
- Customer needs are identified and attended to in accordance with organisational requirements
- The customer`s initial needs are met in accordance with organisational requirements
- Instances where enquiries should be referred to experienced staff are identified and acted upon in accordance with organisational requirements
- Attend to customer requests over the telephone
- The call is answered in accordance with organisational requirements
- Telephone communication skills are demonstrated in accordance with organisational requirements
- All details of customer -caller – are recorded in accordance with organisational requirements
- All details of enquiry are noted and the message is checked for accuracy with the caller
- The request is responded to in accordance with organisational requirements
- The call is closed in accordance with organisational requirements
- Respond to customer complaints face-to-face and on the telephone
- The customer complaint is acknowledged in accordance with organisational requirements
- Information is obtained and noted in accordance with organisational requirements
- Complaints are referred to experienced staff in accordance with organisational requirements
- Feedback regarding progress of the complaint is given to the client, in accordance with organisational requirements
- The request is responded to in accordance with organisational requirements
- The call is closed in accordance with organisational requirements
- Employ effective telephone etiquette
- Telephone etiquette and answering procedures are explained
- The factors that hinder communication process are identified and explained
- Calls are handled with discretion and confidentiality
- Caller is put on hold when not conversing directly with the caller
- A caller on hold is frequently consulted to establish whether he or she wishes to remain on hold
- Answer telephone according to organisational standards
- Telephone is answered promptly
- Telephone is answered according to standard operating procedures
- Caller is greeted according to organisational requirements
- Relevant caller information is acquired during initial interaction
- Process incoming calls according to organisational standards
- Call is redirected as appropriate
- Multiple lines and holding techniques are handled using correct technique
- Calls are screened as per standard operating procedures
- Message is taken and transmitted if required / requested according to organisational requirements
- Further assistance is obtained from an appropriate source, if required
- Process outgoing calls in accordance with organisational requirements
- Information and documentation required for the call are obtained and prepared
- Outgoing call is dialed using the correct number
- Purpose of the call is stated clearly and according to organisational procedures
- Resulting actions from calls are recorded
- Messages are left, if required / requested according to organisational requirements
- Identify time management profiles.
- Current time management techniques and processes used by the learner to manage him/herself and his/her division/department/section are identified to aid future time management of the section.
- Weaknesses in current work processes are identified in terms of poor time management.
- Understand the principles of time management.
- The principle of balance between the various aspects of one`s life is understood in terms of creating time for them all so as to optimize one`s life.
- Describe stress in personal life and work situations.
- Analyse the causes of stress in personal life and work situations.
- Personal stressors are identified and an indication is given of how these stressors impact on the individual and an organization.
- Apply strategies to manage stress in personal life and work situations.