Introduction
This learning program is part of a complete qualification. The qualification is General Security
Practices NQF level 3.
Purpose of this learning program
A person credited with this unit standard will be able to:
♦ Explain the safekeeping and storing of security equipment.
♦ Demonstrate the use of security equipment.
♦ Confirm the working condition of security equipment
Target group
This program is compiled for the following target group:
♦ Security members
♦ South African Defense Force members
♦ South African Police Force members
♦ Correctional Services
♦ Individuals who wish to complete the NQF level 3 National Certificate in Security Practices.
Course Curriculum
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HANDLE COMPLAINTS AND PROBLEMS
- Learner Guide U/S 244179
- LEARNER REGISTRATION and ID copy
- FORMATIVE ASSESSMENT Learner Workbook
- Quizie Formative Assessment
- 1. To anticipate the needs of your client/customer, you need to ask yourself 3 (three) questions. What are these questions? (3 Marks)
- 2. Read the following statement and explain the procedure you will use in order to take down a message: “Anticipate calls by using a message pad and using the correct technique for taking a message should the client/customer be unable to reach the correct person”. (5 Marks)
- 3. List at least 6 (six) guidelines of good customer care. (6 Marks)
- 4. In business we always strive to improve on customer care. List 5 (five) factors which you will consider. (5 Marks)
- 5. List 5 (five) common client/customer complaints. (5 Marks).
- 6. Look at the 7 (seven) problems in the table and provide the correct method to solve it when trying to satisfy irate clients/customers. (7 Marks)
- 7. List the 4 (four) possible reasons why a customer/client could leave your company? (4 Marks)
- 8. List the reasons why a customer/client will stay with your company, in order of importance. (7 Marks)
- 9. With reference to body language explanation, fill in either negative or positive when you consider what effect this body language will have on the client. (10 Marks)
- 10. List the 8 (eight) steps of the PLEASING principle. (8 Marks)
- 11. Explain the 4 (four) steps of the HEAT approach (4 Marks)
- 12. List the 7 (seven) follow up actions to be taken when dealing with a complaint. (7 Marks)
- 13. Name the 5 (five) steps in the customer service model. (5 Marks)
- 14. To be good at customer service, you must have pride – and P.R.I.D.E. discuss the P.R.I.D.E. principle. (5 Marks)
- 16. Explain what the message book is used for. (1 Mark)
- 17. Explain the purpose of an incident report. (1 Mark)
- SUMMITIVE ASSESSMENT
- Quizie Summitive Assessment
- 1. To anticipate the needs of your client/customer, you need to ask yourself some questions. List 2 (two) of these questions. (2 Marks)
- 2. List 6 (six) guidelines of good customer care. (6 Marks)
- 3. In business we always strive to improve on customer care. List 2 (two) factors which you will consider. (2 Marks)
- 4. List 3 (three) common client/customer complaints. (3 Marks)
- 5. List 2 (two) possible reasons why a customer/client could leave your company? (2 Marks)
- 6. Look at the 4 (four) problems in the table and provide the correct method to solve it when trying to satisfy irate clients/customers. (4 Marks)
- 7. List 4 (four) reasons why a customer/client will stay with your company. (4 Marks)
- 8. With reference to body language explanation, fill in either negative or positive when you consider what effect this body language will have on the client. (6 Marks)
- 9. Explain the 4 (four) steps of the HEAT approach (4 Marks)
- 10. To be good at customer service, you must have pride – and P.R.I.D.E. discuss the P.R.I.D.E. principle. (5 Marks)
- 11. Explain what the message book is used for. (1 Mark)
- 12. Explain the purpose of an incident report. (1 Mark)
Instructors
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