ICTTC213AProvide support and assistance to customers relating to particular product/service |
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Unit overview
There are many situations where agents need to be able assist customers with their queries. In this unit you will learn how to:
- clarify the customer's query
- deal with the inquiry in order to satisfy the customer's need
Nominal hours
35 hours.
Prerequisites
None.
Elements of competency
| Element 1 - Identify and clarify customer inquiry. | Activity |
| Customer is queried for information related to inquiry. | Establishing customer needs |
| Type of assistance required by the character is determined. | Establishing customer needs |
| Customer records are accessed where required and available. | Accessing customer records |
| Further information is sought from the customer where needed. | Establishing customer needs |
| Element 2 - Satisfy customer need. | |
| Information required by the customer is accessed and provided in an efficient and timely manner. | Keeping customers informed |
| Systems are activated to provide information where required. | Accessing customer records |
| Relevant specialist advice is accessed prior to satisfying customer requirements where required. | Keeping customers informed |
| Customer is kept informed as to progress when further information is sought. | Keeping customers informed |
| Inquiry is escalated where solution is complex or affects enterprise policy. | Refer, transfer and escalate calls |
| Where delays occur, customer is offered call back service at a time convenient to both parties. | Keeping customers informed |
| Work is undertaken in a manner which is safe to self and fellow workers. | Occupation safety and health |
Here is a checklist for you to help you monitor your work progress.
