Customer Interaction

Overview

This programme provides 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 learn to use questioning skills to build relationships with the customer, avoid misunderstandings, persuade the customer and diffuse a heated situation. They will be able to identify and solve problems directly related to the identification and response to customer needs. Learners will also gain the ability to organise and manage their activities when attending to customers so that responses are delivered in a professional manner according to requirements. They will be able to apply knowledge and skills associated with handling complaints of customers in a contact centre and PBO. Learners will be equipped with skills on how to receive and record complaints and resolve complaints to meet customer's needs and expectations. Most importantly they will be able to work effectively with others as members of a work team to determine possible solutions to meet customer needs and expectations.