CUSTOMER SERVICE AWARD TRAINERS PACK
This pack will help you work with your employees on providing great customer service.
Training Material:
The training material covers the nine unit standards below:
- 62 Maintain personal presentation in the workplace
- 1277 Communicate information in a specified workplace
- 11941 Build rapport with customers
- 57 Provide customer service in given situations
- 376 Employ customer service techniques for differing customer behaviours in a given situation
- 11938 Assist customers to select goods and/ or services face to face
- 19583 Demonstrate knowledge of products
- 11974 Participate in a team
- 11968 Maintain and integrate knowledge of legislation
The training material is broken in to six sections:
- Your personal responsibilities as an employee
- Customer service
- Communication
- Product knowledge
- The sales process
- Dealing with customer complaints
Workbook Answer Guide:
This provides sample answers to the questions in the trainee workbook. The answers give you some guidance about whether your trainees are ‘on the right track'. Some answers will depend on the workplace or the trainee's role.
