PURPOSE OF THE UNIT STANDARD
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.