Customer Needs and relationships

LEVEL:	5
UNIT STANDARDS:	10052 , 10054 , 10066 , 10047
CREDITS:	33
OUTCOMES: Identify the strategic impact of customer service on your business Understand Customer Experience Management (CEM) Understand aligning products and services to the market segment Implement customer retention management processes Identify the types of customers in your business Understand basic aspects of consumer behaviour Understand the personal, social, cultural and psychological influences on consumer behaviour Demonstrate competency to communicate effectively with customers What is service? Things customers want How to deliver good customer service Customer satisfaction Understand why to monitor and measure Understand how to monitor and measure customer service Understand how to measure employee KRA’s Implement staff improvement plan Implement customer service improvement plan Apply the nine steps for effective selling Apply the alternative methods of the sales process