Author: Neftaly Malatjie

  • 10066 FA Purpose

    This standard is an Elective unit standard and forms part of the Qualification, National Diploma and is registered at Level 5 on the National Qualifications Framework (NQF). Learners working towards this standard will be learning towards the full qualification, or will be working within a marketing environment, specialising in Customer Management, where the acquisition of competence against this standard will add value to one’s job.

    This standard will also add value to learners who wish to start their own formal or informal business, acting as a vendor of products or services.

    The qualifying learner is capable of:

    Distinguishing customer purchasing motives and behaviours

    Assessing and responding to customer needs

  • 10066 FA Learning Unit 1

    ESTABLISH CUSTOMER NEEDS AND RELATIONSHIPS

  • 10066 LG Customer Expectation

      • Businesses must consider every customer response, making sure to avoid changes based on unfair requests. This includes angry customers making unreasonable demands, customer expectations that are too high or suggestions that are not in the best interest of the business. Businesses evaluate these issues by assessing customer expectation, determining if the customer has an expectation for service that is unreasonable or excessive.

  • 10066 LG Customer Suggestions

      • Customers often make helpful suggestions of ways businesses can improve their service. Businesses can use suggestion forms, listen to suggestions made during service or those made by customers who call into the company. These suggestions offer businesses the opportunity to listen to customer opinions, and are different from surveys or questionnaires because the information is volunteered. A customer has to choose to fill out a suggestion form, call customer service or approach an employee to voice a concern. Businesses can use this information to determine what products customers may wish to purchase or learn about other services that customers would like to see implemented.

  • 10066 LG Customer Service Questionnaire

      • Customer service questionnaires are the brief surveys that customers take when they approach a customer service employee with a problem. This includes asking customers about complaints, asking them to take surveys about their shopping experience and asking them to fill out surveys about product problems. Customer service questionnaires can be short physical surveys, a verbal questionnaire from a customer service employee or a general assessment by the employee about a customer’s problem. These surveys give companies an important assessment tool to understand a customer’s perception of the company’s methods of handling complicated problems.