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Quick Look Course Summary:Customer and Colleague Communication (Unit Standards 14338 + 14349) (2 days)
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Length: 2 day(s)
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Price (at your venue): 1 Person R 14,642 EX VAT 3 Person R 9,476 EX VAT 10 Person R 6,472 EX VAT
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Certification Type:Accredited
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Locations & Venues: Off-site or in-house. We train in all major city centres throughout South Africa.
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Customer and Colleague Communication (Unit Standards 14338 + 14349) (2 days)
Staff who greet customers well, handle enquiries in person, by phone and by email, and take instructions from colleagues and carry them out accurately and on time – with 4 accredited credits.
Customers notice how their enquiries are handled, and colleagues notice whether instructions are understood and carried out. This accredited workplace communication course combines two unit standards from the National Certificate: Business Administration Services (NQF Level 2, SAQA ID 23833), each taught and assessed on its own: unit standard 14338 on attending to customer enquiries in an office (NQF Level 2, 2 credits) and unit standard 14349 on receiving and executing instructions (NQF Level 2, 2 credits). Because both belong to the same qualification, BOTI registers them together as one skills programme under its Services SETA accreditation.
Day one follows unit standard 14338: greeting customers and finding out what they need, handling telephone and electronic requests, referring queries that fall outside your role, and responding face to face and by phone.
Day two follows unit standard 14349: clarifying an instruction until the task is clear, judging how urgent it is, preparing the tools and documents the job needs, and delivering the result in the right format and on time.
Why this course
For your organisation
- Customers who feel heard and helped at the first contact
- Instructions understood the first time, with fewer errors
- Front-office and support staff who work to a standard
- Four accredited credits registered as one skills programme
For your delegates
- Four accredited credits from two unit standards in one qualification
- Confidence with customers in person, by phone and by email
- A clear method for taking and completing instructions
- A portfolio of evidence that counts towards a national certificate
What delegates will be able to do
- Greet customers and establish what they need
- Handle telephone, email and other electronic enquiries
- Refer requests that fall outside your role to the right person
- Respond to customers face to face and by phone
- Clarify instructions and confirm the expected result
- Plan the tools and documents a task needs
- Complete tasks accurately, in the agreed format and on time
Who should attend
Receptionists, administrators, office assistants, interns and other staff who deal with customers and take instructions from colleagues. Unit standard 14338 assumes a GETC, or communication and mathematical literacy at NQF Level 1. Unit standard 14349 assumes literacy and numeracy at NQF Level 1.
Course outline
Day 1 – Unit standard 14338: attending to customer enquiries
Outcome 1: Greeting customers and finding the need
- A prompt, courteous greeting that follows company procedure
- Questions that clarify the need or problem
- Reflecting the need back to confirm it
- Settling routine enquiries with a known procedure
Outcome 2: Telephone and electronic requests
- Answering clearly, accurately and objectively
- Supplying information, or declining politely with reasons
- Logging requests in a spreadsheet or log book
- Reading the details back to the caller
- Ending the call the right way
Outcome 3: Referring a customer's request
- Explaining delays or unavailable help
- Recognising queries for more experienced staff
- Applying the policy for unusual problems
- Agreeing follow-up actions with the customer
Outcome 4: Responding face to face and by phone
- Acknowledging the complaint or query
- Getting the facts needed to deal with it
- Passing complaints and promises on to senior staff
- Giving the customer progress feedback
- Closing and recording the interaction
- Portfolio of evidence for unit standard 14338
Day 2 – Unit standard 14349: receiving and carrying out instructions
Outcome 1: Receiving an instruction
- The steps from receiving an instruction to reporting back
- Asking questions until the task is clear
- Repeating the expected result back to the person who asked
- Deciding how urgent the task is
Outcome 2: Planning the work
- Choosing the administrative tools the job needs
- Looking after shared tools and equipment
- Deciding who receives copies of documents, and sending them
Outcome 3: Completing the work accurately
- The format and standard the result must meet
- Presenting information neatly and correctly
- Meeting the deadline, or flagging a delay early
- Portfolio of evidence for unit standard 14349
How it is delivered
Two days, 08:30-16:00. In person at your offices anywhere in South Africa, at a BOTI venue, or live online. One delegate or a group of up to 20. Learner guide and workbook for each unit standard, practical workplace activities, and a portfolio of evidence that delegates complete after the course for assessment and moderation.
What our clients say
“The training was practical, engaging and relevant to our workplace environment, providing participants with valuable knowledge and practical skills that could be applied in their respective roles.”
“The facilitator was excellent and took time to ensure that the employee understood the content and was able to apply the learning in order to develop the portfolio of evidence.”
“The training was well received and we were impressed by the knowledge of the facilitators and the quality of overall training.”
Frequently asked questions
Is this course accredited?
Yes. It covers unit standards 14338 (NQF Level 2, 2 credits) and 14349 (NQF Level 2, 2 credits). Both belong to the National Certificate: Business Administration Services (NQF Level 2) (SAQA ID 23833), so they are registered together as one skills programme under BOTI's Services SETA accreditation (12582).
Until when can delegates enrol?
Delegates can enrol until 30 June 2028.
Are there entry requirements?
Unit standard 14338 assumes a GETC, or communication and mathematical literacy at NQF Level 1; unit standard 14349 assumes literacy and numeracy at NQF Level 1.
How are delegates assessed?
Each unit standard has its own portfolio of evidence, completed after the course and then assessed and moderated. Delegates found competent receive a statement of results.
Is there a shorter version without assessment?
Yes. Business Communication Strategies and Communication Strategies Training cover similar skills, with a BOTI certificate of attendance.
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