Home / Accredited / Unit-Standard Short Courses / Customer Service and Telephone Skills (Unit Standards 14338 + 14348) (2 days)
Quick Look Course Summary:Customer Service and Telephone Skills (Unit Standards 14338 + 14348) (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 Service and Telephone Skills (Unit Standards 14338 + 14348) (2 days)
Front-line staff who greet customers well, handle enquiries in person and electronically, refer what they cannot resolve, and answer and make telephone calls with good etiquette – with 5 accredited credits.
Customers judge an organisation by the first person who helps them, at the counter or on the phone. This accredited customer service 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 14348 on processing incoming and outgoing telephone calls (NQF Level 2, 3 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 14348: telephone etiquette, answering the phone, handling incoming calls and messages, and making outgoing calls.
Why this course
For your organisation
- Customers who are greeted and helped professionally
- Enquiries routed to the right person the first time
- A consistent standard on every call
- Five accredited credits registered as one skills programme
For your delegates
- Five accredited credits from two unit standards in one qualification
- Confidence with customers face to face and on the phone
- Practical telephone etiquette
- 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
- Respond to customers face to face and by phone
- Apply telephone etiquette
- Answer and handle incoming calls
- Make outgoing calls efficiently
Who should attend
Receptionists, front-desk and counter staff, call centre agents and administrators who deal with customers. Unit standard 14338 assumes a GETC, or communication and mathematical literacy at NQF Level 1. Unit standard 14348 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 14348: professional telephone skills
Outcome 1: Telephone etiquette
- Etiquette and answering procedures
- Barriers that disrupt communication on the phone
- Discretion and confidentiality
- Using hold correctly and checking back with the caller
Outcome 2: Answering the telephone
- Answering promptly
- Following standard operating procedures
- Greeting callers the company way
- Getting the caller's details early in the call
Outcome 3: Handling incoming calls
- Transferring calls to the right person
- Juggling several lines and callers on hold
- Screening calls according to procedure
- Taking and passing on messages
- Getting help when you need it
Outcome 4: Making outgoing calls
- Preparing information and documents before you dial
- Dialling the right number
- Stating the purpose of the call clearly
- Recording actions that result from the call
- Leaving clear messages
- Portfolio of evidence for unit standard 14348
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.”
“All training programmes were delivered in a highly professional manner, with effective coordination and strict adherence to our scheduling requirements. The facilitators demonstrated a commendable level of expertise, and the quality of delivery consistently met our expectations.”
“The sessions … were exceptionally well-organized and seamlessly integrated into our schedule. We were highly impressed by the calibre of the training and the deep expertise demonstrated by the facilitator.”
Frequently asked questions
Is this course accredited?
Yes. It covers unit standards 14338 (NQF Level 2, 2 credits) and 14348 (NQF Level 2, 3 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 14348 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. The Customer Service Excellence Course and Slick and Confident Telephone Management Techniques cover the practical skills, with a BOTI certificate of attendance.
Related courses
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