Author: preciousmpolokang04

  • 110023-5-2 Summative Assessment SECTION B Task 1 (SO 1, AC 1; AC 2; AC 3; AC 4)

    Answer all questions in this section

     

    Task 1 (SO 1, AC 1; AC 2; AC 3; AC 4)

    III. Identify any 5 regular reports that are used in your organization. (5)

    IV. Link the organization’s information needs to the purpose of each identified report. (5)

    V. Draw and attach a template in your specific company format for each report you identified in (I above). Include mandatory headings. (15)

    VI. Create a table listing each report (identified in I), its purpose, regular recipients, and frequency of distributing information. (Use the table below as a guide) (5)

    REPORT PURPOSE REGULAR RECIPIENTS FREQUENCY OF DISTRIBUTION
           
           

     

     

  • ***SayPro Course SAQA 119676 Apply the skills of customer care in a specific work environment NQF Level 04 Credits 04

    ***SayPro Course SAQA 119676 Apply the skills of customer care in a specific work environment NQF Level 04 Credits 04

    SayPro is the epitome of a customer care company that has been in operation for a long time now. We understand the importance of treating your customers with the respect and care they deserve. That’s why we offer only the best training for our employees so that they can become experts in handling customer complaints, questions, and concerns.

    Our courses will teach you everything from how to handle complaints to how to answer questions about health and safety. We have a huge range of options for you so that you can choose something that fits your needs perfectly! From day one, our employees will treat you like family – we know there are no shortcuts when it comes to training new hires, but we’re confident in their abilities!

    This is the best way to hone your skills in customer care. SayPro has an all-inclusive package that will train you on everything you need to know about handling customers and working in a customer service environment. You’ll learn how to deal with all kinds of customer queries, complaints and feedback, as well as how to use tools like email and social media for communication.

    The course also covers areas including dealing with difficult customers and conflict resolution techniques, which will give you the skills needed no matter what kind of job you’re hoping to get in the future. Plus, there are plenty of opportunities available for graduates on graduating from this course – why not apply now?

    Be a pro at handling customer queries with ease! With SayPro, you can effortlessly build your reputation for being an expert in the field. Our comprehensive training program teaches you all the skills necessary to succeed in this highly competitive arena. From answering common questions about products and services to providing world-class customer care, our curriculum is designed to give you an edge.

    Our state-of-the-art training facility offers everything you need to be successful: from mock customer interviews to interactive workshops that put theory into practice, we equip you with the skills necessary to excel. Whether you’re looking for a new career or just want to make some extra money on the side, SayPro has something for everyone. So what are you waiting for? Sign up today and see how easy it is to be a pro at customer care!

    The world has gone crazy for customer-centric computing, and it’s easy to see why! SayPro is a course that teaches you how to apply the skills of customer care in a specific work environment.

    The modules on this course will walk you through creating a comprehensive understanding of the relevant literature and best practices, before providing you with an action plan for achieving success. You’ll be introduced to soft skills like communication, problem solving, and decision-making, as well as more technical aspects like data analysis and optimization.

    By the end of this journey, you’ll have learned how to transform any team into an efficient one that can look after their customers’ needs.

    Ever wanted to work in a customer-centric environment where you can use your own skills and knowledge? Then SayPro is the perfect place for you. We offer courses that teach our students how to effectively communicate with customers and resolve their issues.

    SayPro courses are designed by experts who understand customer needs and want, giving our students the skills they need to succeed in their chosen career path.

    Our course is an excellent way for you to build transferable skills that will be valuable no matter what industry you choose to work in. Why not take a look online today? You’ll be glad you did!

  • ACTIVITY 1 

    Briefly explain the principles of impressive customer service in a specific industry and organization context.  

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    ACTIVITY 2 

    Describe  the Current theories of customer service 

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    ACTIVITY 3 

    Describe how case studies are analyzed to identify instances of impressive customer service. 

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    ACTIVITY 4 

    Explain how case studies are analyzed to identify instances of unacceptable customer service. 

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    ACTIVITY 5 

    Briefly explain the implications of poor customer service 

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    ACTIVITY 6 

    What will be the consequence of non-compliance with the policy? 

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    ACTIVITY 7 

    Briefly outline the two major components of every personality: empathy and ego drive. 

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    ACTIVITY 8 

    Describing the behavior of three other people is analyzed to determine personality style.  

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    ACTIVITY 9 

    Name the two Methods for Overcoming customer Objections 

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    ACTIVITY 10 

    Overcoming obstacles is critical to success. How? 

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    ACTIVITY 11 

    State some good examples of some firms acting to improve and tackle the root causes of complaints 

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    ACTIVITY 12 

    Name Some stronger linkages that firms are building across the business to improve their capture and response to complaints.   

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    ACTIVITY 13 

    Discuss the appropriate way organizations present their information to customers considering language, format, and style. 

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    ACTIVITY 14 

    How can organizations improve the response to frequently asked questions to enhance customer satisfaction? 

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    ACTIVITY 15 

    What are the benefits of The concept of ownership in customer care concerning ownership to the individual, customer, and organization? 

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    ACTIVITY 16 

    Analyze your organization’s customer service-related policies and procedures and make suggestions for possible adjustments or improvements. 

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    ACTIVITY 17 

    Briefly describe the Client Relationship Management 

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    ACTIVITY 18 

    Give ways to retain your customer 

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    ACTIVITY 19 

    Explain the concept of customer loyalty 

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    ACTIVITY 20 

    Describe ways in which an organization actively attempts to retain customers are analyzed? 

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

  • Activity  Questions Description  Mark 
    17  Briefly describe the different types of filling systems.  4 

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    Activity  Questions Description  Mark 
    18  What should you do when one or more scales are used on the same sheet?  4 

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    Activity  Questions Description  Mark 
    19  Name 3 factors that govern the choice of scale.  4 

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    Activity  Questions Description  Mark 
    20  Define Dimensioning.  4 

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

  •  

    Activity  Questions Description  Mark 
    14  How can organizations improve the response to frequently asked questions to enhance customer satisfaction?  4 

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    Activity  Questions Description  Mark 
    15  What are the benefits of The concept of ownership in customer care concerning ownership to the individual, customer, and organization?  4 

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    Activity  Questions Description  Mark 
    16  Analyze your organization’s customer service-related policies and procedures and make suggestions for possible adjustments or improvements.  4