Business Communication - Skills Programme

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Module 1 – Explain customer service in a financial services environment 2 Lessons

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1.1: Good Customer Service

1.2: What is poor customer service?

Module 2 – Engage in an interaction with a customer 6 Lessons

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2.1: Interaction with a customer

2.2: Customer Expectations

2.3: Guidelines for superior customer care

2.4: Improving customer care

2.5: Clarifying customer needs

2.6: Understanding Non Verbal Communication Cues

Module 3 – Demonstrate communication skills in order to respond to a customer need 3 Lessons

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3.1: Communication Skills in responding to a customer

3.2: Importance of Body language

3.3: How to Handle Customer Inquiries or Complaints

Module 1 – Process a query in order to respond to a customer need 14 Lessons

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1.1: Processing a query and responding to customer needs

1.2: Methods of dealing with customer related issues

1.3: Range of customer complaints

1.4: Common complaints

1.5: Methods to satisfy irate customers

1.6: Customer Complaints Procedure

1.7: Written complaints

1.7.1: Documenting Complaints

1.8: Complaint Follow Up Action

1.9: Do’s and Don’ts of customer complaints

1.10: Complaints practices

1.11: Requirements for Superior Customer Care

1.12: Referring Customers

1.13: Complaints occurring outside work area or authority

Module 2 – Identify a date, venue and time for a meeting or event 11 Lessons

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2.1: Meeting or event information

2.2: Meeting Attendees

2.3: Meeting Protocols

2.4: Purpose of the meeting/ event

2.5: Arranging Meetings

2.6: The Agenda

2.7: Agenda format

2.8: Distribution of the Agenda

2.9: Setting up the Venue

2.10: Reserve the location for the meeting/event

2.11: Checklist for Meeting Logistics

UNIT STANDARD NUMBER SAQA: 13929 - Co-ordinate meetings, minor events and travel arrangements

Module 3 – Make travel, car hire and accommodation arrangements 2 Lessons

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3.1: Travel, car hire and accommodation arrangements

3.2: Making travel and accommodation arrangements

Module 1 – Assemble and distribute documentation for meeting or event in good/sufficient time to attendees 2 Lessons

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1.1: Documentation and information to attendees

1.2: Processing Decisions and Communicating Information

Module 2 – Oversee the reception of visitors 8 Lessons

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2.1: How to Be an Effective Receptionist

2.2: Cultural Consideration

2.3: Interpersonal Skills

2.4: Building a Rapport and Relationship with Customers

2.4.1: Maintain professional relationships

2.5: Building Relationships

2.6: Supporting Subordinates

2.7: Promoting Products and Services

UNIT STANDARD NUMBER SAQA: 13930 - Monitor and control the receiving and satisfaction of visitors

Module 3 – Ensure that visitors are consulted according to organizational requirements 7 Lessons

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3.1: Consultation with visitors

3.2: Customer Requests

3.3: Identifying needs

3.4: Providing Information

3.5: Referring Requests outside Your own Area of Responsibility

3.6: Following up Requests

3.7: Problems with Meeting Customer Requirements

Module 1 – Monitor visitors’ satisfaction 10 Lessons

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1.1: Satisfaction of visitors

1.2: Evaluating/Dealing with Complaints

1.4: Dealing with Customer Complaints Effectively

1.5: Identifying the Nature of the Complaint or Incident

1.6: Tools for effective Negotiation and Communication

1.7: Guidelines

1.8: Customer Complaints Procedure

1.9: Product and Service Complaints

1.10: Personnel and Written Complaints

1.11: Efficient Work Practices

Module 2 – Demonstrate an understanding of the agenda of meetings 3 Lessons

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2.1: The Agenda

2.2: Purpose of the Agenda

2.3: Matters on the Agenda

UNIT STANDARD NUMBER SAQA: 13934 - Plan and prepare meeting communications

Module 3 – Explain the purpose and objective of minutes of meetings 3 Lessons

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3.1: Purpose and objective of minutes

3.2: The importance of accurate recording and producing of minutes is explained

3.3: Methods of distributing minutes is explained

Module 4 – Take minutes of meetings 4 Lessons

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4.1: Taking minutes

4.2: Example of meeting minutes

4.3: How to Take Good Meeting Minutes

4.4: Meeting Minutes Procedures

Accredited Provider With The Services SETA

Business Communication – Skills Programme

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