|Unit Standard ID:||242829|
|Unit Standard Title:||Monitor the level of service to a range of customers|
|Qualification:||National Certificate: Generic Management|
|Programme:||Certificate in General Management & Leadership|
|Purpose:||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 Unit Standard is intended for junior managers of organisations. |
The qualifying learner is capable of:
1.)Identifying internal and external customers, where applicable.
2.) Explaining standards of customer service expected by the organisation.
3.) Measuring customer satisfaction on an ongoing basis.
4.) Recommending corrective action.
|Entry Requirements:||Learners should be competent in Communication and Mathematical Literacy at NQF Level 3.|
|Course Objectives:||1.) The learner is able to identify and solve problems and make decisions when monitoring customer service levels. |
2.) The learner is able to work as a member of a team through providing feedback on key performance areas.
3.) The learner is able to organise activities by planning and executing a review of customer service levels.
4.) The learner is able to collect, organise and critically evaluate information by ensuring that the key performance areas regarding customer service levels are explained to team members.
5.) The learner is able to see the world as a set of related systems by explaining the supply chain of the organisation.