Purpose
The qualifying learner is capable of:
• The qualifying learner is capable of:
• Identifying internal and external customers, where applicable.
• Explaining standards of customer service expected by the organisation.
• Measuring customer satisfaction on an ongoing basis.
• Recommending corrective action.
Training Content
Module 1: Identify internal and external customers, where applicable.
• The supply chain of the organisation is explained with examples.
• The internal or external customers of the team leader’s work unit are identified, with
examples.
Module 2: Explain standards of customer service expected by the organisation:
• Key performance areas for the team regarding customer services are explained, according to
organisational requirements.
• The importance of maintaining and achieving customer service levels are explained.
• Poor customer service on the organisation’s objectives.
Module 3: Measure customer satisfaction on an ongoing basis.
• Key performance areas are measured against organisational standards.
• Information is recorded regarding performance against accepted standards.
Module 4: Recommend corrective action
• Feedback on performance is provided to team members, according to Standard Operating
Procedures.
• Corrective action is identified, if required, and recommendations are made to line
management.