Generic Management 6: Customer Management (2021)

Customer service training is a vital part of any business and can ultimately be what either makes the business a success or marks it as a failure. Frustrated or unhappy consumers can have a negative impact on your business operations.
This course is designed for delegates to become more professional and effective in the way they handle both face to face and telephone service when dealing with internal and external customers.

765 students enrolled

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.
  • Analyse the basic elements of an income and expenditure statement.
  • Analyse the basic elements of a balance sheet.
  • Compile a personal assets and liabilities statement.
  • Use the evidence in financial statements to make a financial decision.
  • Explain the concept of budgeting in a business unit.
  • Analyse the budget needs of a business unit.
  • Monitor and control actual expenses and revenue against projected expenses and revenue.

Unit Standard 242810

1
Lesson 1_An introduction to budgeting
7:20
2
Lesson 2_Elements of a budget
2:50
3
Lesson 3_Setting up a budget
4:33
4
Unit Standard 242810
5 questions

Unit Standard 242829

1
Lesson 2_The standards of customer service
7:04
2
Lesson 1_External vs Internal Customers
5:00
3
Lesson 3_Poor Customer Service
5:30
4
Lesson 4_Measuring Customer Service
5:29
5
Lesson 5_Corrective Action
3:34
6
Unit Standard 242829
4 questions

Unit Standard 242187

1
Lesson 1_Identifying the Problem
7:15
2
Lesson 2_Consultation
2:35
3
Lesson 3_Problem Solving
5:17
4
Lesson 4_Investigate a Problem
3:35
5
Lesson 5_Employee Absenteeism
3:19
6
Lesson 6_Problem Solving Techniques
8:11
7
Lesson 7_Teamwork
2:00
8
Lesson 8_Implement Solutions
5:04
9
Unit Standard 242817
4 questions

Unit Standard 242822

1
Lesson 1_Identifying Objectives
5:46
2
Lesson 2_Develop an action plan
7:57
3
Lesson 3_Developing Objectives
5:16
4
Lesson 4_Delegation
5:46
5
Lesson 5_Time Management
3:29
6
Lesson 6_Monitoring
2:41
7
Lesson 7_Evaluating
2:47
8
Lesson 8_Select an Alternative
2:28
9
Unit Standard 242822
4 questions

ASSESSMENT

1
SP 6: Formative Assessment: Customer Management
2 Hours
2
SP 6: Summative Assessment: Customer Management
2 Hours
3
242810 Formative Assessment (SSETA)
4
242810 Summative Assessment (SSETA)

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