Customer Service

Course Outline

Communicate in the workplace

  • This unit deals with the skills and knowledge required to promote professional client support through verbal and non-verbal communication. This unit applies to all individuals working in the information and communication industry.

Follow occupational health and safety procedures

  • This unit applies to occupational health and safety competencies for employees without supervisory responsibility. This includes school-based workers, entry-level workers, trainees and apprentices. This competency complements, and is applicable in combination with other industry or enterprise-specific competencies

Work effectively in a business environment

  • This unit deals with the skills and knowledge required to work effectively within a commercial or business environment. It includes identifying the rights and responsibilities of employees and employers, and conducting business in accordance with the organisational goals, values and standards

Contribute to the productive relationship with customers

  • This unit it applies to identifying and satisfying customer needs and expectations in a positive and professional manner. It encompasses the full scope of contact centre customer contact.

Conduct outbound contact operations

  • This unit applies to contact centre staff who make outbound contacts in relation to inquiries or sales of a particular product or service.

Process basic customer account enquiries

  • This unit applies to handling of the basic inquiries from customers related to billing and account matters

Process sales

  • This unit applies to processing of sales inquiries from customers for limited/basic product/service.

Sell products and services

  • This unit applies to selling of a wide range of products and services to a wide cross section of customers

Conduct data collection

  • This unit applies to collection of primary data for market research and opinion poll research activities by telephone or similar means

Use business equipment

  • This unit deals with the skills and knowledge required to choose resources to complete a variety of tasks under direct supervision. It includes operating equipment, undertaking routine maintenance and reporting faults to the appropriate person.

Type and copy routine documents

  • This unit covers typing and copying simple routine documents such as basic letters, memos and forms

Provide quality customer service

  • This unit applies to short-term contact with customers. It applies to identifying and satisfying customer needs and expectations in a positive and professional manner. It encompasses the full scope of contact centre customer contact.

Fulfil customer requests

  • This unit applies to identifying and fulfilling customer request and engaging in the fulfilment process. This unit may involve customer contact or contact with other agents during or subsequent to customer contact.

Use telecommunication technology in making/receiving calls

  • This unit establishes competency in the effective and efficient operation and use of telecommunications technology

 Oganize work priorities and development

  • This unit applies to customer contact centre staff including team leaders who are responsible for managing their own performance and taking responsibility for their professional development within the context of the enterprise

Prepare for work

  • This unit covers the skills and knowledge required to prepare an individual to perform effectively in a work environment. It includes identifying the rights and responsibilities of employees and employers and assisting in the business while under direct supervision.

Handle telephone calls

  • This init deals with telephone techniques in answering and receiving calls to disseminate and receive information for smooth flowing of communication in an organization

Use an enterprise information system

  • This unit applies to the use of an enterprise information system to obtain and record customer information. It addresses the use of a single information system while in contact with the customer

Use basic computer technology to process data

  • This unit applies to the use of computers for information processing. It addresses basic information processing operations and the use of basic hardware, software and support resources.

Operate a personal computer

  • This unit deals with the skills and knowledge required to operate a personal computer to enter data and to access information and applies to all individuals operating in the information and communication industry

Operate database application (basic)

  • This unit deals with the skills and knowledge required to operate database applications and perform basic operations. This unit applies to individuals working in the information and communication technology industry.

Operate a word processing application (basic)

  • This unit deals with the skills and knowledge required to operate a word processing application, perform basic operations to build a simple document and applies to all individuals operating in the information and communication industry

Send and retrieve information via Internet

  • This unit deals with the skills and knowledge required to complete basic web search tasks and send and retrieve e-mails with attachments. This unit applies to individuals working in the information and communication industry.

Access the Internet

  • This unit deals with the skill and knowledge required to access the Internet and applies to all individuals operating in the information and communication industry

Set up customer account

  • This unit describes those functions associated with checking credit applications, recording relevant data, maintaining files and completing required documentation.

Receive visitors

  • This unit deals with the skills and knowledge required to receive visitors to an organization, while keeping set rules and procedures
Course Information
  • Course Id:BIS102
  • Timings:Full Time/Part Time
Department
Business

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