Achieving Customer Satisfaction

The purpose of this unit standard is to encompass the skills needed to monitor the level of service between an organisation and its customers, both internal and external. This course is intended for junior managers of organisations.

The qualifying learner is capable of:

• 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.
• Defining a problem.
• Investigating the problem.
• Generating problem solutions.
• Implementing problem solution.
• Evaluating the effectiveness of the solution.