SCHOOL RESOURCES
Customer Service Award
Good customer service is all about exceeding customer expectations so you get repeat business and have customers spreading positive messages about your service.
This certificate covers the essentials in customer service, including communication skills, personal presentation, product knowledge and team work. These skills have been identified by the retail industry as essential for the workplace, so they make an ideal kill set to offer students who are looking at retail as an option.
This is also a great starting point for students who may go on to complete the National Certifcate in Retail (Level 2), as credits gained from this pragramme can be cross-credited.
The workbook is broken in to seven sections as follows:
- Creating positive impressions
- Meeting customers' needs
- Communicating with customers
- Knowing your products
- Creating positive interactions
- Legal requirements
- Working together
The following unit standards are acheived:
|
Standard |
Description |
|
|
|
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 |
|
|
Please note: Students must be in a retail or distribution placement for at least 12 days over a period of weeks to gain the required verifications and experience to successfully complete this programme. Once complete, students will receive NCEA compatible standards and a certificate from Retail Institute.
Trainee Pack
The trainee pack inclues a workbook, which includes training content, classroom activities, workplace activities and assessment.
Product specifications:
- Workbook: 210 pgs full colour
- Packaging: Grey plastic case, includes notepad and pen
Disclaimer:
This is a materials purchase only. The purchaser will need to make its own arrangements for delivery, assessment and registration of results with NZQA.
Retailers should note that there may be advantages in entering into training agreements with the Retail Institute, rather than purchasing assessment material on this website. For example, assessment services and subsidies may be available where persons employed in the retail industry are signed into a current training agreement.
The materials are made available on the basis that any liability to any person for damages in respect of or arising out of any reliance on these materials or their contents is fully excluded.
The assessment material has been designed for workplace assessment and may not be suitable for all training provider situations.
All prices include GST.
