The purpose of this unit standard is to equip learners with the necessary skills, knowledge and attitudes that will enable them to handle customer complaints in a given environment or area of responsibility. This unit standard is to provide persons with the competencies to deal with customers, understand their complaints and use various strategies to resolve complaints.
A person credited with this unit standard will be able to:
- Assess customer needs and complaints.
- Respond to customer inquiries and problems.
- Communicate with customer to resolve problems and complaints.