Customer service
Customer service refers to the support, assistance, and advice provided by a business to its customers before, during, and after the purchase or use of its products or services. It involves handling enquiries, resolving complaints, offering guidance, and ensuring a positive customer experience across various communication channels such as phone, email, live chat, or in person. High-quality customer service helps build trust, encourages customer loyalty, and enhances the reputation of a company. In contact centres and BPO environments, it is often delivered by trained professionals who follow set procedures and service standards to meet customer expectations efficiently and professionally.
Delivering excellent customer service
Delivering excellent customer service involves consistently meeting and exceeding customer expectations through professional, polite, and efficient communication and support. It includes actively listening to customers, understanding their needs, resolving issues promptly, and creating a positive and memorable experience. This standard of service reflects a commitment to quality, enhances customer satisfaction, and helps build long-term loyalty and trust in the organisation. In customer-facing roles such as those in contact centres or BPO settings, delivering excellent customer service is key to maintaining a positive brand image and ensuring repeat business.
After completing a Customer Service course, what skills will a person gain?
- Enhanced Communication Skills
– Learn how to communicate clearly, professionally, and empathetically with customers across different channels (phone, email, live chat, face-to-face). - Problem-Solving Abilities
– Gain techniques to handle complaints, resolve issues calmly, and provide solutions that satisfy customers and support business goals. - Customer Handling Techniques
– Understand how to manage difficult customers, deal with high-pressure situations, and maintain a positive attitude. - Increased Confidence
– Build confidence in dealing with a wide range of customer interactions, leading to more effective service delivery. - Product and Service Knowledge
– Learn how to effectively communicate the features, benefits, and uses of products and services to meet customer needs. - Professionalism and Workplace Etiquette
– Understand the importance of body language, tone, punctuality, and personal presentation in delivering excellent customer service. - Time Management and Efficiency
– Develop the ability to manage calls, queries, and tasks efficiently while maintaining quality service. - Teamwork and Collaboration
– Learn how to work collaboratively in a team environment, especially in roles within contact centres or BPOs. - Improved Employability
– Gain a valuable skillset that is in demand across many sectors, increasing chances of employment and career advancement. - Recognition and Certification
– Receive a formal qualification or certificate (depending on the course) that validates customer service competence.
Overview
An online short course for call centre agents is designed to equip individuals with the essential skills and knowledge required to excel in customer service roles within contact centres. These courses are typically brief, ranging from a few hours to several weeks, and are delivered through digital platforms, allowing for flexible learning at one’s own pace.
Description
This unit standard forms part of the qualification, National Certificate in Contact Centre Support at NQF Level 2. Learners working towards this unit standard will be learning towards the full qualification or working within a Contact Centre environment, where the acquisition of competence against this standard will add value to the learner’s job. This unit standard is intended to enhance entry-level service within the Contact Centre Industry. The qualifying learner is competent in identifying customer needs in a Contact Centre. Providing information to customers.
Course Content
- Customers’ needs are correctly identified through appropriate questioning and listening techniques
- A correct understanding of customers’ needs is demonstrated by applying industry specific responses
- Customers’ needs are identified within company specific timeframes
- Company specific prompts and procedures are consistently followed
- Product-specific and relevant information is accurately matched to the customers’ needs
- Information provided is current and up-to-date
- Customer-specific relevant information is provided
- Company-specific timeframes are complied with
- Escalation situations are identified and company-specific procedures are correctly followed
- Alternatives are offered to customers
- Administrative information, which should be kept confidential, is identified in accordance with legal, company and industry requirements and practices.
- Systems are developed to keep administrative information and records confidential and maintain the secrecy of such information as required legally and by the company.
- Mandates for access to confidential information are identified for administrative and other staff according to their job role
- Procedures, which are in alignment with legislative and organisational requirements, are developed for the administrative systems.
- The procedure for each element of the administration system is explained to employees in line with the policies developed.
- The policies and procedures are collated into a written manual in company-specific format.
- Non-accredited: Short course only
- Duration: 1h 30m
- Delivery: Classroom/Online/Blended
- Access Period: 12 Months
