Communicate with customers in a Contact Centre and BPO US377441

This unit standard will provide learners with both verbal and non-verbal communication skills to communicate effectively with customers and use assertive skills to provide the underlying messages and respond to customer needs. Learners will use questioning skills to build relationships with the customer, avoid misunderstandings, persuade the customer and diffuse a heated situation.

The qualifying learner will be able to:

Demonstrate and apply knowledge of communication process theory.
Apply products and/or service knowledge to provide effective customer service.
Communicate effectively to build rapport with customers.
Apply questioning and listening techniques to respond to customers’ needs.
Demonstrate assertive communication in a range of specific situations.

R999.00

Course Content

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Module 1: Communicate with customers 21 Lessons

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Module Content

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1.1. Establish customer complaints

1.2. Identify the customer in line with organisational requirements

1.3. Use questioning and active listening to establish the customer’s details and nature of the complaint

1.4. Establish the circumstances and causes of the complaint

1.5. Summarise and document the complaints, circumstances and details of the complaint

1.6. Use expressions of empathy to allay customer’s possible fears and frustrations

1.7. Explain procedures for handling customer complaints in terms of organisational requirements

1.8. Describe methods for handling and resolving customer complaints and/or issues

1.9. Explain methods for ensuring customer retention

1.10. Record customer complaints

1.11. Record the nature and circumstances of the complaint

1.12. Explain the reasons for clearly marking each complaint in accordance to organisational requirements

1.13. Determine resolutions of the complaint

1.14. Weigh up options to resolve the complaints in terms of their application

1.15. Apply the solution to the customer’s complaint within the agreed timeframe

1.16. Agree the resolution with customer

1.17. Record details of resolution and escalate to the person and/or authority within the organisation

1.18. Establish a partnership between other stakeholders and the organisation, which enhances the solution of the customer’s complaint

1.19. Escalate to relevant authority within the organisation

1.20. Initiate follow-up actions

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Module 2 Apply questioning and listening techniques to respond to customer’s needs 6 Lessons

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Module Content

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2.1 Use questioning skills to determine customer’s needs and expectations

2.2. Use reflective responses to clarify questions to assure the other person that they have been heard

2.3. Apply active listening skills to establish rapport with customer

2.4. Motivation techniques

2.5. Apply product and/or service knowledge to provide effective customer service

2.6. Provide responses within specific time limits

Module 3: Use assertive communication in specific situations 3 Lessons

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Module Content

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3.1. The purpose of assertive communication

3.2. Use assertion techniques that fit the situation

3.3. Demonstrate assertive communication when interacting in one-to-one situations