56/62/11938/11941: Customer enquiries

Credits: 
10
Price: 
$105.00

Learn about basic customer service skills, like personal presentation and hygiene, communication, and dealing with customer enquiries and complaints (both face-to-face and over the phone). Also learn about dealing with customers with special needs.

Assessment Requirements: 
You will have to answer some written questions and carry out Workplace Practical Assessments where you will be observed dealing with 4 separate customers face-to-face and 1 other customer over the phone.
Included Standards
Standard Title Version Level Credits
62 Maintain personal presentation and a positive attitude in a workplace involving customer contact 9 2 3
11938 Assist customers to select goods and/or services face to face 3 2 3
11941 Establish and maintain positive customer service interactions. Build rapport with customers 6 2 4

These standards are also available as individual distance learning packages